Shocking Customer Service

Absolutely shocking experience! Upgraded my bank account, and received my cheque no problem. But 3 weeks later and multiple calls, escalations, etc, I has just been told that there is NO application for upgrade on my credit card. Of which I have phoned 7 times to confirm, escalate and query. I have all the phone recording and will share the incompetence off you staff and business, if you need it. Absolutely shocking, been a customer for a whole lot of years and now I am moving everything to Discovery. How can a call center agent say "YOUR APPLICATION IS APPROVED AND YOUR CARD WILL BE DELIVERED IN 3 TO 5 DAYS" but then now there is NO record of an application??? Seems someone did not do their job and decided to wipe it off the system. What a useless bunch. I app**** beginning of Feb, thinking one month is more than enough time. Now I am travelling on the 21st with no Card. I am so dissapointed. Where has this bank gone to???