Incompetance from Truworths head office

I sent an email to Truworths head office ***, to change my surname and residential address on their system; and documents were sent on the 6th of May 2019. I was sent a confirmation that all my details were changed and my card was blocked and new card was issued on the 7th of May 2019. Till date I did not receive the new card, I have sent follow-up emails and was told that I should check at my local post office as the card was sent. I checked with my post office and no card was sent. I sent another follow-up email on the 12 of July 2019, no response from Truworths.

I then received a statement via postage from Truworths which has my old surname but no card was delivered. Now firstly, why was my card blocked if you never changed my surname on your system??? Total incompetance! I tried following up again and was asked from the same documentation because my surname was not changed!! Why should i re-send the details if it was sent already???? This is terrible service from this retailer, I will close my account and you can keep your store card!