Credit card and lack of customer service

I was offered a pre approved credit card increase via the callphone app. i went ahead with the offer. 3 days passed and i did not receive any communication. i phoned the credit card devision and was told there is a form i have to sign. i sent the form in. Later i was informed the increase was declined due to a outstanding santam account. i sent through the paid up letter as requested for this account that was clearly never in arrears. i have not had any response from anyone since Friday morning.

I pay alot of money in fees to receive "private banking" benefits that i clearly am not receiving. Your customer service needs serious attention. please sort this out ASAP