Shockingly bad service

Received a call from ABSA card about a week and a half ago, asking if I wanted to increase my limits, said yes, did the questions and was told I qualify for an increase which will take effect with in 3 days. To date still not taken effect, called the call center to query, selected 2 for card increases, held for 25 minutes before some one answered (that I could hardly hear) and finally explained the situation, then was told that they normally phone to see if you want an increase and then call you back, explained the situation again and then the agent checked my profile, said nothing has been done and asked if I could call back tomorrow, when I asked why she couldn't answer and then said she was going to put me through to the limit increase division (which is the option I originally dialled), then put me back through to the IVR to start the whole process again, pressed the option to speak to an agent, bernice held on the line with me to try and get through who also couldn't after 10 minutes of holding. Very concerned that Absa firstly is not keeping record of my intitial interaction which is a FAIS/FICA requirement and secondly have staff who just don't give a dam.