Reduction of credit on revolving credit account

I called the loans department several times in Aug and was informed that there is a reduction of credit loaded on my revolving credit account. Though my account is up to date, I have been unable to revolve for the past 18 months . So I asked to speak to Melissa a supervisor to advise her that I did not request a reduction of credit. She promised to get back to me with feedback, feeback she was struggling to get although she works for the bank. So I asked to speak to a manager, Crystal Naidoo, who offered her sincere apologies for the delay, but she still put me back to Melissa for assistance. To date, all Melissa can tell me is that she is waiting on information from the admin space to retrieve back dated history of my account sine they do not have any information longer than 6 months ago. She is no longer responding to my correspondence. 3 weeks later from the date of my first query, I still have no answers or feedback. There is no sense of accountability from anyone, and there seems to be a culture of passing the buck, how the hell in good accounting does a banking institution need more than 3 weeks to retrieve details of an account held with them ????