FNB private client account service not private

I App**** for a credit card limit increase via the FNB App, and it showed declined and gave me a dropdown selection list with reasons, why I declined, but i have clicked accept, when i chatted with the secure chat team Amelia the consultant couldn't tell me the reason for the decline, even thou i was asking to know which factor is affecting my profile so i can improve it if these a need. she kept saying a general statement like she ddint even open my profile.