Absa - Verification is Horrible

I app**** for a second credit card that was initially declined but it was referred and than it was approved by higher management. But after that the process has now been stuck. It has been stuck by the verification department which doesn’t make sense as I am an existing Private Banking Client with a Private Banking Credit Card and Also a Private Banking Account that was opened just a few months ago without any problems. So why is verification now holding up this application. The lady who helped me with this application is sending following up emails to that department but they are not responding to her or het manager. I even logged a complaint. They didn’t even communicate with me what they want.