Are Nedbank REALLY the bank that is serious about money

Some years ago, my American Express Gold card was covered in the even of me being retrenched. I was subsequently retrenched, and contacted Nedbank to advise them if the situation. No problem just email your card numbers and your ID to our "carddocs" section. Done. After about 3 months I started receiving sms type messages informing that I hadn't paid my credit card. I was alarmed, after I was insured. Nedbank eventually phoned me, and I explained that I was insured, and that I had sent them the necessary required information. I was told it it not been received. I then explained to the lady that I had a "read receipt" confirming that the email had been received. Some months ago, Nedbank contact me, and want to upgrade my credit card to a Platinum Card. I take the offer, the interest rates are more favorable. Two weeks ago I get a call from and agent for Nedbank, Nedbank would like to increase my spending limit. Ok, just fax the documents to our "carddocs" division (its in Durban I believe) and you will receive a sms within 4 working days. Well of course absolute diddley squat has happened, Nedbank will probably say they haven't received the email. I have a read receipt again, however I just feel that regardless of who the client is, the least Nedbank can do is be up front, and to either phone me, sms me, email me, even send a ****** smoke signal if you have to, but this lack of offering customers additional services, and then just pretending they don't exist, is not the way I would expect a financial institution such as Nedbank to behave, you made me am offer I EXPECT a response from you (it matters not what the response is) and just if you going to try and pull the "we haven't received your email" one, once again I have a read receipt.