Credit Limit Increase turns into Credit Card upgrade

This is the third time that I "Successfully" apply for a Credit Limit increase, and low and behold an application for a Card Upgrade is submitted. I app**** 5 days ago and only today was told that the application is not for an increase, but for a new card, and that I need to either cancel the current application, and reapply for the Credit Limit increase, or submit documentation required for the Card Upgrade.

Whats worse is, I phoned the Credit department last week Wednesday, and again on Friday, and both times I asked if there is any documentation required on my behalf and I was told no. Previously I have never even needed to supply proof of income, as my records are already with FNB and has been for years. But today on day 5 of the application I am told sorry the application is not for a Limit increase, but for a Card upgrade, and proof of income is required.

Please can I have this sorted out. This is not the first time and frankly terrible service. I was approved for a limit increase over 5 days ago so there must be records of this? I have an email with a pre-approval sent to me on 5 January, and no request of any additional documentation.