waiting for more than 20 days for a replacement card

I lost my debit and credit card on the 29th Oct and ordered new cards on the 30th. I requested that both cards be delivered to Randfontein service centre. Received a sms on the 10th Nov to collect my Credit card at Randfontein and my Debit card at Key West. Called the prestige line and spoke to Vuyiswa Maduna. Very help full person, an asset to your company. The debit card was to be delivered to Randfontein by last Monday (13/11/2017). To date still waiting for that card.