Debit Card Issue

I am so disappointe d in the way that Bitsafe(which now has changed its name to Yousafe) is treating me. I app**** for a Debit Card which cost 29.50 EUR, this was on the 21st of January 2023. I was told that it would take 4-5 weeks for me to receive the debit card, but to date I still have not received it(31 March 2023) Instead I am given different stories. They said that the card was sent on the 7th of February but when I requested for a tracking number, they said that they don't have one. I went to the post office to check if anything has arrived but I couldn't get it. Now I have requested that they should refund me because this is clearly the way for the company to de***** users. Because now while I am waiting for the card I am busy paying 25 EUR each time I need to withdraw. Imagine 10 000 transactions by other users who are waiting for the card, that would be 250 000 EUR that the company has pocketed, while the users who have already paid for the card, are paying extra.