Lack of customer service to long standing customers

I called in on 23 June 2025 and spoke to Dumisane. I requested a review of the interest rate on my credit card. While on the line, Dumisane sent an email to their credit department requesting the review. He stated he would call me back once he receives a response. He checked my mobile number with me. Friday 27 June I had not heard anything so I called in to follow up. I spoke to Siya who informed me that there is no feedback yet and the normal processing time is 24 - 48 hours, which had at that point already passed: strange indeed. I called again yesterday 30 June and spoke to Elsie. She stated that there is still no feedback and that consultant on the matter was off so she is unable to escalate the matter. I requested to speak to a manager. After being on hold for some minutes, Elsie stated that her team leader is busy on another call and will get them to call me back in a maximum of 30 minutes. It is now 01 July and no team leader has called me back nor have I had any communication from Standard Bank. Where is the customer service? How can it take so long to review the interest rate on credit card that I have had with Standard Bank for 12 years and never missed a payment on? Standard Bank processed my home loan application faster. It doesn't make sense. I am not impressed with Standard Bank.