Decline

I just called the ABSA call centre requesting an increase on my mcard. After waiting almost 30 mins. I spoke to a friendly call centre agent that said to me that my request was declined. Shocked , I asked why? I was told that something about history and when I requested a detailed explanation, I was told I has a payment issue on ITC. That isn't the case. I have requested a more detailed explanation as this my right as per the NCA act. I was told that my requested can be escalated, I should expect a reply in 3 business days.