Unhappy private wealth client

I was on private wealth then downgraded. 2nd, I have been waiting for a bank card for 2 weeks, my card had to be cancelled due to *****. On Monday I phoned to go back to private wealth and i raised the issue of the card. I was promised that my card will be marked urgent for delivery. Today i got a call saying my card will be delivered in the next 3-5days which came as a surprise after my conversation on monday. The person who helped me on monday seem to should have upgraded me to platinum instead of private wealth, messed up the credit card application. So i just phoned private wealth now to sort out this issue. I spoke to Lerato Sibi, she was not willing to help/fix the mistakes that were made on monday. She said i must call my banker, i told her i havent been allocated a banker which is my other problem. We spoke for some time and the phone was okay, suddenly when i asked her name and surname the phone started having a problem then got dropped