Bank Representative Didn't Do Her Job

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Back in late October I had reason to call my bank and report fraud on our base account. The one I use to pay most of the monthly bills. The rep who helped me said it would be advisable to stop the use of this card and it would take 7- 10 business days to get a new one sent out to me. I even questioned her on that and she repeated it. It was an inconvenience but so would having my money stolen. So, after nearly 3 weeks I began to wonder. I've had to do this same thing before, and it usually doesn't take so long to get the new card. I thought I'd wait until Monday and then call the bank if I hadn't gotten it. After over 4 weeks I called in. The representative told me the previous rep had not set me up for a new card. All that time I had waited and given it extra time was a total waste of time. So, she set it up again, this time expediting it and I would have it in two days. This time I got an email after the call saying what she had done. I hadn't gotten that before. And, in the 2 days I had the new card. I have worked with this bank since my mother died. I had to handle her affairs and close out her account when she passed, and I just decided to use this bank since I was in the market for one at the time. I have been with them for roughly 30 years. I have never had any screw ups or problems with them making any mistakes. They have always been easy to do business with and very good to me. So, this mistake was a real bummer. But one out of 30 years of business isn't too shabby.