Shocking service from a "TOP" banking provider!

I cannot use my card at vendors, as they do not accept it. I get told that I need to pay for lounge visits due to not using the card. I have also been advised to use a pin number!! So I call customer service, on the 4/5/2018 and after my discussion I get told I will be called by the Monday to resolve the issue. I request a reference number - ********** ********** Well its the 17/5/2018 and still no call!! I follow up today and I told it will be followed up.Great service DINERS