Waiting our months for credit card

On the 6th of January I converted my account to a Prestige account. At the same time I requested a secondary credit card for my wife. Four months later I have still not received this card. On the 11th of March I was asked to re-do the application. More than a month later and I have still not received the card . The feedback I get from the branch is that it as been escalated to Johannesburg. I cannot understand why it takes so long.