Terrible , terrible service

My poor wife has now tried 5 times to obtain a credit card from this bank Pre approved for a card , but please don’t even think of getting it even if your credit score is in immaculate condition. App keeps on asking for her passport ( which she has never had in her life ) , then cancelles the application due to non fica verification. Every times she speaks to a different consultant , who tells her a different story . She even got as far as to speak to 2 different Bankers , who also does not have a clue as to what is going on. I am really shocked that none of you could sort out the problem . I am now sure that the whole system is run by AI ( Which I also does not know what it is doing )