I am so disappointed

I opened a student achiever account with Standard Bank when I was a student. Their t’s and c’s stipulate that upon attainment of the age of 24 they shall contact you to assess your needs and migrate to a new account.

Upon attainment of the age mentioned above, I opened a new card at one of their branches to which I expressed my instructions clearly.

The said account has been inactive for over 3 years and now suddenly in arrears. I contacted their contact centre and the consultants were so rude! The only decent thing one could have done is explain to a lay person instead of being evasive and telling me to contact the sales department.