Standard Bank- Going nowhere slowly...

I've been with Standard Bank for almost a decade now and am one of their Prestige clients. I needed urgent assistance with increasing my credit card limit and I app**** through their call centre. I was assisted by a lady called Nontokozo who took me through all the security questions- much appreciated ***** prevention measure- of which I passed with the exception of current living address. I provided my current address which was supposedly not maintained in the system and was asked to email through my proof of residence. I did just so by downloading a statement of my monthly rates account from the municipal portal and shared it with both the sales department and the agent. All this happened before 9am, feedback from the sales department was only received a little after 4pm- even after me flagging this as an urgent request- informing me that the sales department doesn't accept the way I shared the POA. I explained to the agent that I get my e-statements through downloading them off the municipal portal monthly but the bank apparently cannot accomodate this version of the statement even though the municipality operates that way. What I found really strange though is that my updated physical address is reflected on the e-statements I get from the bank itself, same one I provided during the security check- which they now do not recognize. I brought it to the agents attention that my address has previously been updated with the bank hence it appears on my e-statements but I was told that the update was only for my e-statements and not the whole profile. How strange that this change was for part of my profile and not all encompassing? Long story short, the bank could not assist me with my urgent limit increase request because my address was updated in other parts of their systems and not all. Also, whether you are in dire need of urgent financial assistance, the bank cannot expedite their timings to assist and have strict turn around times. Not sure how that moves anyone forward.