IDBI Bank — inappropriate behaviour of customer care and non issue of debit card

Address:

Kharanja,Near Vimleshwar Mandir, Sheopur, Madhya Pradesh, 476337

I lost my debit card a month back. I called a customer care for blocking the card and also for generation of new one. they told me my card will get dispatched within a week at the registered address with the bank, which i also confirmed on the call. They dispatched the card to some other address in bihar, and my registered address is in Madhya Pradesh. I went to the home branch when i did not receive the card they told me the card has been dispatched to some address in bihar which was fault at their part as
1) They dispatched the cheque book 4-5 months back on my registered address which is in M.P.
2) My adhaar card address is also of M.P.
3) My KYC is also complete and contain the address of M.P.

so my question is
a) How did they manage to send the card to some other place in bihar. This is how IDBI is keeping the records of their customer?
b) It's been a more than a month i haven't received my debit card and despite calling customer care regularly they keep asking me to wait for next 2 days but i get the same response to wait everytime i call. so when am i going to get it?

This is such a deficiency of services as per 2(g) of consumer protection act.
also isn't maintaining a proper information about the customer is breach of RBI rules & regulations.
my complaint ID is 1563/26470442