BAD SERVICE - FNB

I app**** for a pre approved credit card upgrade online on 20 March when I did my CHQ account upgrade. I did this primarily because I needed a new card due to a faulty chip. After a week I phoned and then they told me there were docs outstanding. I submitted the documents and waited a week before phoning again only to be told more docs are outstanding. I sent those in, waited three days before phoning again and was told that my request would be escalated. It is now almost a month and when I phone they keep telling me my request has been escalated and they will be in touch.