Discovery bank application expired mind boggling

I app**** for Discovery bank to upgrade my current Discovery credit card to Discovery bank. This application was submitted a while ago. After many follow ups - after a lot of money on phone calls I was just informed that my application expired and that I need to re-apply. I not cross - it is just mind boggling. All the time and effort and money for phone calls the last month was for nothing. I never in all the months got feedback on my application - except that it was in progress. I have never heard of any bank that treats potential customers like this. It is funny in a way - but still, I cannot understand how such a bank is viable.