Halifax & Lloyds banking issues with accounts - worth investigating?

We have been with Halifax for nearly 20 years, recently Halifax accounts were pulled into Lloyds computer system.

My wifes debit card expired and no replacement appeared, I contacted Halifax, it was posted to our first address, we cannot sort it over the phone so we have to go into the branch with proof of address.

According to the call centre they are getting a LOT of calls over this.

Is it worth investigating?