Incorrect Information being provided electronically and telephonically

I app**** for a credit card with FNB I recieved communication that everything was approved, documents were uploaded and that the card has been ordered and on its way to me.

I called in yesterday they advised me that the card is with the couriers, I was transferred to them but nobody could validate that they are in possession of the card.

Today I called in and FNB advised me that the application is not complete it still needs to be validated, no card has been ordered and nothing is on its way to me.

Can somebody please explain what is going on everybody is giving me a different story.