False advertising

Ay I’m lost for words , I recently left Nedbank for another bank because of the treatment they give us , but I kept my existing credit card knowing that I might need it one day . Nedbank called me last week a guy by the name of Lwazi Ngcobo from credit card department saying that there’s an offer for an increase on my credit card , he asked for my 3 months payslip I sent it to him . This was last week Wednesday, everything seemed to be processed and approved and Lwazi was supposed to get back to me . To date his ignoring my emails , I’ve called into Nedbank looking for him I can’t find him . What false information or advertising is this ? Nedbank sent an email saying there was a delay of this increase , what went wrong why is nobody communicating?