Cant get a card replacement for credit card

This is far the worst customer service ever. I have a credit card and a loan and recently I went to the Branch in Jabulani Mall to reactivate my credit card. I was advised it will be done on the 29.02.15. Later during the day l got an sms. \ Mr Ngwenya your generic enquiry request could not be completed/ processed due to a declined due arrears on loan ***. How does loan affect activating my credit as they are separate in terms of payment. The ref l got is ***"