Upgrade nightmare!

A month ago I app**** to have my cheque account upgraded to Prestige banking, to date after 4 calls to your call centre absolutely nothing has happened! I was initially given the incorrect benefits of upgrading, specifically that none of my card details would change. I was told that i would receive a new card, as my current cheque card (gold card) chip is also given me issues. Each time i call I'm told that you will investigate and someone would return my call, this never happens! I've been a standard bank customer for over 10 years and this has by far been the worse experience as no one cares! Please just resolve this issue, it's all that i ask for!