How can switching be this hard?

After I switched to FNB (Which was a great experience) all was well until I got a notification that I can upgrade my account. This should usually entail that you pay a bit more bank fees get some extra benefits and better service.... Alas this was not the case after numerous failed calls and two messages to the bank someone finally called me back and assisted me. Very helpful but unable to answer my request she said she would transfer me to the Private banking suite, 7-10min of call center music later someone picked up the phone and I could hear them chatting in the back ground and just dropped my call. No one contacted me back no further effort. I really expected more from the bank advertising them to be above all the rest but now I am starting to worry if its not just the same old story with a different brand name