Terrible service

I have opened an account at Phumlani branch, it's a cheque account, the account was opened since June, the card was not ordered when I went to check it, then they said they ordered the card, When I went to collect it, it was returned, they requested the card to be couriered to me, they card was never couriered to me, when I called they are telling me that the card was not ordered, I don't know whether the people at the branch think I'm stupid or what, I have been waiting for that card since June last year, I am using a temporary card which I can only withdraw or swipe at the store, I cant link the card to my online profile, it keeps telling me about the cheque card, what's irritating is that when you call they keep placing you on hold for a long time, they won't even bother to call you back.