My cards frozen iv faxed in the propper papperwork 3 times and uploaded the documents on the app and it's still frozen someone help this is rediculous I have bills do I need get a lawyer and get media involved

Was contacted on 7/21/20 about fraud carges on my card. Was told my card was canceled and a new one would be at my house in 7-10 business days. Day 10 came. I called customer service waited over and hour and a half on hold to talk to someone. Was told that a new card was never sent out and id have to wait ANOTHER 7-10 business days. When requesting to speak to a supervisor about the issue i was hung up on. This is completely unacceptable and this is not the first time i have had issues with this.