Standard Bank - Blind leading the blind

I had a simple request to find out if I can convert my istore card which is basically just a normal credit card into a world citizen credit card. I was previously contacted an offered this upgrade but didnt opt for it at the time. Its a simple yes or no answer. The problem is when you call card division, istore division, sales etc they all keep pointing you to each other.. my view now is that this bank has no idea whats going on. Now I'll just probably cancel the card..