Refusal to attend to query and complaint

On the 29th of September I requested a limit increase on my credit card, but after receiving my quote I made contact with the credit card division asking them to revise my interest rate as this has stayed the same over the last 3 years, but my financial situation has improved a lot in this time, and so also my ITC record. FNB assured me that the interest rate is personalized on my credit profile, which is strange as I always receive a notification if my ITC is checked by either Transunion of Experian, which I did not receive when FNB so called \checked"my credit profile. The call center agent advised that she will send the query in that I am not happy with the interest rate and they will get back to me within 48 hours. After not receiving any feedback within a week"