No difference made...

Extremely unhappy with how my card upgrade is being handled, been calling and all I keep getting told is that a call will be logged and someone from the department will call me back and I have been waiting for almost 2 weeks now. I been with Woolies for a good amount of time to know that this is not the difference at all. The email address I was told to submit my docs to returns no acknowledgement of docs being received. Why is it such a mission to upgrade my account?