Customer Service

I tried to activate the DragonPass at Absa, when phoning to do this the Benefits department told me that I do not qualify as I only have a potentiate account. Now... the Potentiate changed to Platinum in 2015 (I got the email in July 2015 about the change) Recently the Platinum changed to Premium banking. I have been paying for a premium account every single month.... but I do not qualify for its benefits? How does this make sense? I then phoned general enquiries who put me through to premium banking where the woman who helped me saw that my account is still a potentiate??? She told me to hold the line she is going to find out what is going on..... I held the line for about 10 minutes when another woman answered. When I asked her what she could find out the woman said that I phoned her. When I told her the whole story she told me that this is collections and that I am at the wrong place and she will put me through to general enquiries. It told her not to as I've already been to general enquiries and premium banking. Why did the woman who helped me at premium banking not finish the job properly? And why did she put me through to collections??? of all places!!!! I am extremely unhappy with the customer service from ABSA.