Can someone help, please???

I recently received an email advising me of my new rates in 2016, this email also advised me that I qualify for a new gold cheque card.On 02/01/2016 at 11:30 I went to the branch at the Gateway mall to apply for this new card.I explained this to the girl at enquiries, she and the other 2 girls who were with her seemed clueless to assist me with a simple request,they clearly were not sure what the correct process was.I cannot tolerate consultants who do not know how to do their job.I told this girl I have an elite plus current account and want to apply for the new card which the email said I qualify for.She still says to me that I must apply for the account! I told her I have the account already,I just need the new card.I was eventually told to go walk across to a phone in the branch,they were logging a call and was told that I must speak to the card division to order the new card. The consultant did not even explain the query to the agent on the line, I had to do that myself and after all this the call cut or the agent cut the call.Another call was made and that agent said she has to transfer me to a different department! At this point I walked out frustrated. Someone help please!