Virgin migration to Absa credit card.

I have app**** online for an Absa credit card in lieu to migrate/replace my current Virgin credit card. My credit card stopped working in November. After I called the Virgin call centre I was informed that Virgin money is closing and Absa who underwrites the card should have been in contact with me to arrange for the migration. The call centre agent advised me to apply for an Absa credit card online, and that would start the process for migration. This I did early January.

The application was declined, I defaulted on the payment for January as the discussion I had with the call center agent is that the migration would settle the Virgin card. I then phoned the call center and explained that this was a migration from Virgin to Absa. The call center agent then changed the application to a migration application for review.

I then received an e-mail on the 14th of January stating that my application was provisionally approved pending the verification of my supporting documents which I would need to e-mail to mycard application, which I did. I received the automated confirmation e-mail 5min later.

I then received a phone call from the ***** department at Absa to confirm that I indeed app**** for the credit card. I confirmed.

After a few days without any correspondence from the bank I phoned the call center, only to be advised that the application was closed without any reason. The agent said they will escalate and get back to me. I then received another e-mail on the 27th of January to submit my documents again, again with the line... Your credit card application has been provisionally approved subject to verification and confirmation of the information provided. I submitted the documents again, received confirmation. I then waited another 48 hours, no communication from the bank,I then phoned the call centre again. I then decided that I should take the name of the call centre agent because Absa is not to be trusted, make promises and not deliver on any.

I spoke to Zakia whom informed me that she is going to escalate and will be in contact within 24 hours, no response I called the call center the following day (48 hours) and spoke to Claude, with the same story.

I then phoned the bank yesterday (08 February) and spoke to Rodney who informed me that the application was declined because of affordability. My question to him was that how is that possible if this is a migration application. I have had the facility for over 15 years I think I have only defaulted maybe 5 times in the 15 year period and have always corrected the defaulted payment. Of course affordability would come into play if you do not take in consideration that the Virgin card is going to be settled with the migration that should take place, which means I would not double the credit but replace the one with the other (new Absa card credit and old Virgin card credit).

Rodney did as the previous call center agents and said he will escalate and confirm and get back to me, he promised feedback the following morning (09 February 2021, given there is still an hour left, will update the review if I indeed receive feedback)