Incorrect information received from agent

I app**** for a Gold credit card online and submitted all the relevant documentation. That was on 15 September 2017. On the same day, I received an email stating that my credit card application has been approved.

On Monday, the 18th of September 2017, I received a phone call from FNB (cannot remember the agent's name). They confirmed the approval of the credit card and the quotation. She even confirmed the address to courier the credit card to and promised a 3-5 day turnaround time. She asked to cut the call as her system was giving her problems. I waited for her to call back but she never did.

On 19 September 2017, I decided to follow up on this. I spoke to Busi, who sounded very unprofessional and tired. She did not even sound interested and I had to probe her for information. Busi said my documents were only received today (19/09/2017) and my application is still in process, that my credit card is not yet approved.

I asked about the call I received yesterday, she said the previous agent only called to discuss the quote.

Who is the fool now? This Busi agent treats customers like they are stupid, as if the information I was providing came out of my own head.

I would like to escalate this further as the information provided to me is contradictory.

Thanks