shocking feedback

I app**** for a credit card upgrade to Platinum as I was advised that I had to upgrade from the Gold as I have a Platinum Cheque Card. Also increase my limit. I was told this would take 4/5 days it had been 4 weeks. No one calls me to give me feedback on what is going on, I am the one always making the calls. Last week I was told that my card will be ready for collection, when I called this morning I was told that my application is still being processed. This is highly frustrating as I no one has a straight answer and I'm being given the run around for 4 weeks. This is coming from a bank that says they pride themselves on customer service. This back and forth is frustrating. I am very brand loyal and want to stay with fnb, however I will not stay if this is the service going forward.