Why doesn’t Nationwide send me a new card after mine was cloned?

I’ve been waiting for two months for a replacement to arrive, and I don’t want to carry large amounts of cash

At the beginning of December I was unlucky enough to have my Nationwide debit card cloned, and almost two months on I am still waiting for a replacement to arrive, which is causing me huge problems.

I have repeatedly been told that my new card will arrive in three to five days, but it never materialises.

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Source: the guardian
Why doesn’t Nationwide send me a new card after mine was cloned?