Credit card application taking way to long to get approved

I have been an FNB client for over 6 years and I regret to say the level of service I am getting from FNB is not what I was promised when I opened an account with them. On the 2nd of January 2020 I app**** for a credit card using my online banking app, after which I received a pre-approval letter via email, when I called in to check on the status of my application I was asked that I still need to submit my bank statement and Copy of ID, which I did but still did not understand why I had to submit these as I've been applying for temp loans without being asked for any of these documents. Today 10 January 2020 marks 7 days since my application and still I have not received feedback from FNB.

Please let me if this is FNB's way of saying they don't want to assist, so I can move and try my luck with another service provider.

I can't lie, I'm really not happy with the service because when I check with other people who have app**** for credit cards with FNB and they can confirm that they did not have to go through all this hustle.

So FNB please urgently get back to me on how to proceed with this situation