No feedback as expected

I called on 14/09/2017 to increase the airtime purchase limit on my Mr Price account from 300 to 500 per month. I spoke to a Ms A Naidoo and she told me a request would be sent through and it will be loaded today. I called this morning to enquire as it was still not qctive. The consultant i then spoke to said that as i have a new account this is not possible. I had to ask 4 times before he would tive me the consultants name. My question is.... y was i **** to when i called the first time. If they were properly trained and knew what they were doing y was i not told from the very start. I was promised a call and still no call 2 days later