Utterly ludicrous

A loyal customer for decades. I was offered an increase in my credit card & was pre approved. I had submitted all necessary information but they are giving me a run around. I’m currently in hospital & explained this to them but they don’t care. I’m ready to accept the offer from the other bank & close my business account & all my other accounts with them. Utterly pathetic customer service. Tried chatting online to several agents & when they don’t have the answer for you they cut you off from the secure chat on the app.