Poor communication-Nedbank credit card

I have a Nedbank credit for the past 15 years. Recently I tried to get a limit increase but the response from my bank has been unpleasant to say the least. I did an online application in what can only be described as a "glitchy" platform which kept failing promting me to re-do, as it would not upload my supporting documents. Eventually it did and I got a ref number. A couple days later, I got an sms saying someone was looking at my application and they would provide feedback. A response came to the effect that I should check my email or "spam" in case my email got lost. Nothing, checked everywhere...zero. I am quite tech savvy so there is no way I missed it. I eventually got my response from a Nedbank lady who called me to "sell" me another product a debit order product for my current credit card, so I wouldnt miss a payment. I declined and when she said " what else can I assist with?"...I mentioned my application and frustration at lack of communication. She checked and said it had been declined but didnt know why but if I needed to know the reasons I should check with Trans-Union or some third party credit bereau. I fumed...I have for the past 15 years had a relationship with Nedbank but when I need help I am being pushed just like that to someone else, who I do not pay a monthly interest or any payment whatsover. I am not saying I am entitled to a limit increase but even if it was being refused, communicate it well Nedbank, dont tell me to go to some 3rd party individual out there. I have for 15 good years kept to my payments...maybe missed one or two here and there but whatever the reason for refusal...tell me. Speak to me, your customer before I take my business elsewhere. It may not be much but you should know every cent counts. Nedbank can surely do better than this.