Once again, I want to express my disappointment with FNB's poor service

Once again, I want to express my disappointment with FNB's poor service. My husband app**** for a product at FNB. He subsequently received an email stating that his application has been declined, however, on close examination, the information displayed was not his, including the names adisplayed thereon. This is the same product he had app**** for a few months back and the process became messy and was not resolved. Can somebody explain what is going on in this department please?