Unacceptable service!!!

On the 22nd August 2024 I was the victim of a cell phone **** even though I never gave my details or opened the banking app. I immediately cancel my cards, app, etc with *****. I gave the branch the police case no etc and they ordered a new card. I have a case number. Today is 5 weeks and all I have received is the same standardised message...we are working on it.... I have phoned ***** on numerous occasions and am promised that an investigator would call me. I haven't heard anything and was in the branch a week ago asking about my new business card. Apparently it was at the courier and in the same breathe I was told they don't have any plastic for the card. A week later I am sitting at the branch wondering if I will ever be served. 5 weeks and still no feedback re the ***** case. 5 weeks and still NO card! How am I meant to run a business or set up internet banking to move my money? I find it very unacceptable and would like my questions answered. How can I also get a new prestige bank manager?