FNB 2 weeks turnaround after confirmation was confrimed they received everyting now application is lost????

Worst service every. It takes FNB Card division 2 weeks after FNB confirmed they have received my husbands signed quotation and payslip to advise us that his application no longer excist. I phoned the credit card division asking them to speak to one of their leaders because above is unexceptable to be told due to the poppie act they are not allowed to give the team leaders contact number to clients as they are working from home. FABULOUSE CUSTOMER SERVICE FNB. How do you still exist. I phone the action line to also be told that now I have to wait 24 hours for this to be resolved honestly did I not wait long enough is 2 weeks not enough. FNB you now tel me what is a client suppose to do