Bad service on prestige account

Prestige account, I was call by one of standard bank consultants and explained the account and I accepted the offer to upgrade to prestige account, she Said the card will be delivered in six working days, after the prescribed days, i received the sms that the new card is delivered, i visit pretoria branch around 15 of October 2021 , one of their consultants(name of k.... ) said the card was received she will call me in 3 days time, come 25 October i send email to the consultant who upgraded the account and she said the card is at the branch, i visited the branch on 12 November no card, consultant name k.g... Said she will reorder it and they will charge me and she will reverse it I return back, on Monday she called me n I went to the branch and collected my card and she said she waiting for the branch manager to authorize the refund, i should not worry, i called her yesterday she said she is on it, till today Wednesday she did not deliver her promise and now she ignoring my calls,

What was the benefits of upgrading to prestige account, is it to give people more problems