Bad respond from ABSA

I apply for a increase on my Platinum Cheque account and I've sent all the document thru to ABSA with no respond in the first 2 weeks. Then I phoned them and ask them to give me a report and they told me that someone will phone me and they never did. When I phoned them after I lodge a complain at their website they told me I don't qualify but my income is more than enough to cover everything my income is 45k and my expenses is 24k per month so I don't know as they didn't give me a valid reason why they decline my application.