Credit card application dragging

I app**** for a credit card on the 21st November 2019, my application still not finalized.. I received an sms to activate it, when I login to my banking, it’s there but there is no link to activate it, I called the call center and they said “we don’t know what’s going on, we will escalate the case” seriously!!!!I have been contacting FNB several times and sent from Pillar to post, I submitted the documents required, what’s the hold up? what does one have to do to get great service in this bank? It’s disgusting!