Private Client - Worst Service

We was moved from Platinum Acc, to Private Clients, and was offered an additional R15k on our credit card, this was in March 7. We have received the card without the cash loaded due to incompetency of staff handling private clients, we was then asked for some docs,hence that was misplaced, we tried calling but was on hold for 20min plus every time. What's the point of being a private client when we are treated like a random hoe, we have been with you guys for over a decade and this is how you repay our loyalty. Stop lying on your adverti*****t and stop trying to handle me. 100% not impressed.