Extremely disappointing service even on Prestige

I am extremely unhappy with the service I'm currently receiving. I upgraded to prestige banking about a month ago and went in 2 days ago to get my standard bank sim since it includes free data etc with my prestige account. Get there need to pick up the sim and they tell me I need to phone their mobile division to activate the sim. Called them while in the bank to be told according to their records I'm still on Elite and I must email them proof that I'm on Prestige. So I need to send the same bank I have the account with proof that I in fact have the account? What a joke and to make things worse one of the consultants working there overheard and said hell sort things out so he emailed them the proof and ccd me in and now 2 days later still no response from the mobile division and on prestige I supposedly have a private banker I can call anytime I have issues but he's also impossible to get a hold of. At this point I want to start looking to move all my accounts I have with them