Bad customer service

I was contacted a few weeks back by one of the agents to upgrade my credit card to a titanium credit card. I agreed to the upgrade as the agent mentioned that i could make use of "The Entertainer". Since i am a regular user of the entertainer i happily agreed. I have since then received my upgrade and i have been trying to enquire by Standard bank how exactly it is linked. None of the agents know. I am promised a call back with the proper information but this does not materialize. Upon calling back today and being on hold for 25min after explaining myself the agent puts me through to a prestige banker to assist. I get through to her and the first thing she says to me is.... Maam would you like to upgrade your account? Seriously, after explaining myself this is the response i get, she then says she will look into it and i am put on hold for another 20 minutes i then proceeded to end the call. The level of service is pathetic and whats worse is i have been banking with Standard bank for 20+ years and do not want the convenience of changing my service provider however it would be nice if they all were on the same page regarding their products and not sound like they are just fresh out of training.