Pathetic service from virgin money and Absa

So, my virgin money card expires at the end of the month, since middle of October I've been trying to get a new card. So today finally Absa phones me (cause they are parting ways), offering me a new card. Went through the vetting process and all and everything was approved. I was asked to send some documents through, I did with a certified copy of my Id. Now I get an SMS that home affairs does not have my picture on file (even though I have an ID and passport) and I need to go to home affairs and that the application has been cancelled. So in this pandemic I have to go and stand in a queue so I can get a card, which I already had, but because you split I have to jump through hoops. Guess what, if I don't have a new card by the end of the month, I stop payment, easy as that. your service is pathetic