****** card replacement

My handbag was ****** in March 2017 - in April I went to customer services (only one branch in Bloemfontein) and completed all the necessary documentation, I was informed that my card would be ready for collection in 4-6 weeks. After about 8 weeks I went back to customer care and they could not find any trace of the ****** card report / documentation that had been completed. Unfortunately I was not in a position to wait and/or complete any new documentation and came back at a later stage to once again complete the necessary documentation. They informed me that as my address details had changed the card would be sent to my new residential address. This was somewhere in July/August and to date my card has not been replaced. I am unable to get any answers telephonically or via e-mail.