Let me guess... You apologise for my unfortunate experience

Yesterday, the 15/05/2018, at 10:48, I called your Call Centre on ********** 111. My request was simple; Do I qualify for an UPGRADE to my existing Cheque Account, or not? I was transferred to Private Banking, then Business Banking, then Small Enterprises and eventually, 19 minutes and 37 seconds later, I spoke to someone who said that she would ask a Private Banker from Mall of The South to contact me. It’s now 13:15 (on the 16/05/2018) and no-one has called me. So, tell me, Nedbank: Is my request unreasonable? Am I expecting too much? My request is simple: Can I upgrade my cheque account and if so, to what type of account? If you’d prefer me to take my business elsewhere, then continue with this intolerable service and I can move my bank accounts to another bank, easier and quicker than what you can say “We apologise for your unfortunate experience…”