Poor customer service

On the 13th of November l called the FNB call center and as l had decided to upgrade my credit card all was done over the phone and l was advice to forward supporting documentation as below ***. Please note that this will serve as confirmation of your agreement.

In order for us to finalise your application, the following documents are required:

- A copy of your ID

- 3 months proof of income (Payslip/salary advice); or

- 3 months bank statements reflecting your income.

Should you be self employed the following documentation is required:

- A copy of your ID; and

- 3 months bank statements

- Most recent assessed ITA34 form from SARS

Which l did send on the 14 of November and after sending them l made a follow up call with the call center and they confirmed that they where looking at my details and all was in order . Knowing how the FNB call center agents always give conflicting information all the time l called back again on Friday last and another lady confirmed all was in order and l had to wait for 3-5 working days which l did and today is the 5 day and to my surprise the department l was transferred to was saying a different story saying that they where no documents that was received as of the 13th and my at most fear is if l was sending my personal information including payslips and passports who received them as its seems like they dnt have a trace of where my documents went to later along am dealing with one company and l sent my details to one inbox and even got an email to acknowledge that they got it so l find this absolutely poor customer service and who did my information went to if they dnt have it who has it. Now l have resubmitted all my documents again