No response or the wrong one

I requested a limit increase three weeks ago. I had to phone back three times. Every time they can't verify me electronically so I get transferred again and again only to end up again with a consultant who can't tell me why the process is taking so long. I understand that if they can't give you an increase, fine, but you feel humiliated to ask in the first place and then this is how they treat you.

I received notification that my last payment was insufficient. The same amount I pay every month. After struggling to get through to someone once again I sent a mail to request what I had to pay to bring the account up to date. What was outstanding.

I received a mail back with two months statements and a letter to confirm the full outstanding amount after asking what was outstanding on the previous month's account.

I can't understand why they can't just communiicate properly with a person and why it takes them three weeks to communicate a simple yes or no.