Can't an old IHG card be upgraded?

When you say you "just applied" for Premier Select, do you mean it was just approved or just submitted? If the new card hasn't shown up on your credit report yet, it can be normal for the rep not to see an upgrade offer—asking again after a while may give you a clearer answer.

It varies a lot depending on the agent and region—some people can get through by phone, while others are simply told to wait for an invitation. If you haven't held the old IHG card for long, first check whether you've fully earned the sign-up bonus; upgrading rashly could affect your benefits, so don't focus only on the annual fee.

Did you reach regular customer service, or were you transferred to the dedicated product changes department?

Worth revisiting the dual-card idea: check whether Premier Select already has an equivalent tier, and whether the benefits of the two cards would overlap after the old IHG upgrade—best to clarify before deciding.