Poor service

I called your call centra on Monday 14/07/25 asking for closure of a paid off loan account and credit card limit decrease. Two service request were logged *** for loan closure which was resolved and loan close and second one *** which was never resolved. I spoke to three different people on whatsapp all kept saying they escalating. I then decided to call your call center and I was told not service request of *** is on file yet I received sms providing the reference. I ask for a team leader and was placed don hold for almost 20 min until the call was dropped and still nothing done.

What kind of service is this. Can my limit be reduced as I have requested.