Lack of service

I have app**** for an access facility over two weeks ago. I am an estate agent and therefore work on commission. I was referred to MIE Dept. After following up Daily I just received an email stating credit card application was declined due to affordability. I have app**** for an access facility and I do not understand how they arrived at affordability. When phoning the call centre they say they can't access Mie Dept files. I'm utterly disappointed and frustrated.