Terrible service, being loyal is not worth it

I have been banking with nedbank for the past 5 years, I have a platinum account, I have recently called in for a credit limit Increase on my credit card, I was declined due to bureau yet I have my credit reports with me and do not see any issues on my bureau report and the best part is that I have like 20% debt as compared to my earnings . So I called in to appeal the outcome which I did, yet when I called in a few days later to check on the progress a specialist by the name of Nicole spoke to me in a very unruly manner and used terms like "did you not understand" as if I was illiterate (two recordings should be heard), she insisted I did not appeal matter on 20th yet I had emails that I sent through as proof, I was utterly disappointed with the way I was treated and feels that being loyal to nedbank is only going to set you up for disappointment. I was refused a limit Increase when I don't have any issues on my report, was being spoken too so rudely she even told me to migrate to a lower package, yet another bank approved me for a credit card on the spot gave me a titanium card yet my own bank cannot. I really do not think it is worth it to bank with nedbank due to this experience.