Unsatisfactory service and badly treated

On the 27th August went online and tried to increase my revolving credit, then I got congratulation message states "Congratulations! you were quoted for these products" then at the bottom "this is only an estimate and may change once we've verified your details". I have then logged a query by sending multiple emails and also spend more than an hour on calls with their consultant that will put me on hold then transfers you without saying where am I being transferred to the keep me on hold until I got on consult who then had said I should email: '***' which I did, still, no feedback after so many correspondences made. All I need to know is am I going to be assisted and is this the kind of customer journey should experience. I'm not happy and still unhappy with the service received.