Long standing customers does not matter

I have been a member of pretorium trust for 30 years , and have recently been trying to get my limit changed . But all i get is one person after anouther promising me to send me the necasary documintation for months now .this is pethetick seems its too much work for any one to do their job there . All tell me its no problim since i have never had any paymint isues in more than 30 jears and promise to send paperwork imidiatly but never do Im asuming pretorium trust has so many new clients they just could not care less about long standing relaible customers