Horrifying service by FNB

I am totally disheartened with how FNB is ignoring my request to review the interest rate on my credit card! It has been a over a week since I made a request through the so called Premier division of theirs but still nothing to this day. The only thing you get when you try to make a follow up is that, they are also awaiting a response from who ever is responsible to review the rating even though their turn around time is 48 hours. I have been promised a call since last week Thursday but nothing to this date. I wonder if their attitude is the same towards all their customers or it’s certain customers they deem insignificant to them.