Ongoing Shocking Service

I just got home after visiting my very ill wife in ICU mid November 2014 when I received a call from Virgin Money asking if I wanted to increase my credit. I did not really need to but thought it would be a good idea as I did not know what expenses to expect in the months to come so I continued with the call. I was told that the call would be short and continued to answer the detailed financial questions and eventually asked the caller how much longer he was going to be as it was taking longer than I expected. He asnwered that if I had all my information with me it would not have taken so long. I did not appreciate this and escaleted the matter to Solomon who to date has not called me back. I called back and after getting no feedback settled the account and asked for it to be closed. Thereafter I received several calls asking me to give Virgin Money time to resolve and keep the account open while I was promised all kinds of incentives. Almost 2 months later and no feedback but I receive a statement. I contact the call centre to indicate my disgust at the way I was treated initially and the way I was continually treated only to hear Kobus continue to say, I understand. You don't.