Total lack of interest and service

My mum had been waiting for her card to be delivered to Galleria mall, it is now 15 working days. It is the second time she requested to have her card delivered there and still have not received it. It is costing her money to call the call Centre, because standard bank has a call back facility which NEVER WORKS!!!!! I WOULD APPRECIATE THIS MATTER ATTENDED TO IMMEDIATELY, my mum is almost 60 years old,she does not have the energy to be running around. She doesn't have a card so she doesn't have money, how do you expect a person to survive????