Sms to collect card taking forever after applying on the app

I app**** for a credit card via app and everything was done , I even signed my contract. It’s a week later and I still don’t have the sms to collect the card. I called in on Friday and Today , I was just told everything is done they don’t know why I didn’t get sms and matter has been escalated I must wait for the sms, I asked for a turn around time and they could not confirm.