Shocking Service, Slow Service

I have been a client of ABSA bank for years and i have never experienced such shocking service ever in my life. I app**** for a credit card in the beginning of November, which they have approved, or shall i say a letter of approval has been sent to me, I have sent through all supporting documentation and still now outcome, they do not answer the phone in the call center, when I speak to an agent they promise to escalate my query and nothing ever happens. i just want someone to give me an answer...