FNB LEGAL

So I was told that I have a high risk profile with FNB after I attempted to apply for a credit card. I was transferred to card collections which then transferred me to card legal. Spoke to a lady there which told me it's an old credit card and it was settled in full. However this credit is still on my profile and I am flagged as high risk. I asked the lady for a settlement letter which she promised to send me by COB Monday. Nothing received to date and I tried to call today yet unsuccessful after calling 10x and holding for 25min plus. I even left a message to call me back. Now I have to get the letter and 3 months pay slips in order to reply if FNB will grant me a card again...