Extremely Poor Service

I got a call from a consultant in May to advise that i was pick to upgrade to the Premier package. I agree. Since May until today 27/07/2021 no single communication to fetch my new card. I have really paid bank fees for the Premier package still without an premier bank card. When i phoned the premier divison the lady told me the upgrade was done but the card never order. she advise me i dont pay for the card.