Not keeping a promise

My wife has been an ABSA client for nearly 15 years, her salary has been paid to Absa acount all these years, she had credit card also an investmentof over R100 000 with absa, last year she stopped working to finish her studies, as a responsible person she paid off her credit card, she was told by Absa that as soon as she is working again she can re-instate her cr card, now she is working again she went to re-instate her cr card she was told twice that it was re-instated she needed tto submit outstanding docs for which she did but to her suprised the card is declined with no reason given, it make no sense as she has a good credit record, if this is not sorted she is taking all her account with her investment to Nedbank as she can get a better service<br>