Unable to increase credit limit

Today sitting in the bank with some time on my hands and thought i'd give the credit card department a call to increase my Credit limit - Some call centre gave me a call middle last year to increase my limit, was approved over the phone and never did so thereafter (So i thought, well i don't have time to follow up on this again so be it) and now having had to sit and wait on the phone and wait (FOR OVER 40MIN because they're experiencing high call volumes and all of their consultants are currently busy!!!!) until a consultant finally answered the phone to tell me that their system is offline and cannot help me...??! Why did i have to wait over 40min (while all of their consultants are currently busy) just to tell me they can't help me and that i have to phone back in an hour to try again... And then i was even told that the consultants who phoned me last year got my details from a \database"and that i'm now dealing with Absa direct..who do i have a credit card with"