Pathetic service

I made a claim to avail of Top up Debt Protection on my Credit Card. After speaking to 2 consultants they verified that I meet the qualifying criteria and I needed to send through the necessary documents through to have the claim assessed and it would take 7 working days to be done . On the 16th of May I got an email to state the application was declined . I called through on the 18th of May to find out the reason for the decline . I explained to the consultant who then put me through to her Team leader because she needed assistance. The Team Leader Florence confidently kept Calling me the wrong name and I kept correcting her as she proceeded to explain why I was declined . I then discovered it was declined based on the error where the assessor looked not at my account but an account I have Full signing authority on . So the mere fact that the claim account was in one person's name and the account they were looking into didnt ring any alarm bells is astonishing to me . Florence could not comprehend what I was saying which was very frustrating and she became rude she said I needed to take the matter up with the assessor and made me hold on knowing I wouldn't be able to reach the assessor. I called back again to be told by the consultant Candy that I need to be following up. Never mind the fact that the error wasn't mine . I am still waiting. I called today and the team leader wasn't available to assist me . Pathetic service