Private banker, Risk category 3 and delayed responses

I have been banking with FNB For years. Joined when I became a university student and continued with them even today. I’m working with a very comfortable salary whic I bank with them and using their Private Client services. I recently wanted to apply for a credit card, I kept getting this decline reply (taking note these are hard enquiries on my credit profile). Up until I used their Chat suite and then the agent told me I was told I was placed on risk category 3. Shocked I needed more information which the agent kindly assisted and told me there is a personal loan handed over to their collection department. I immediately emailed them regarding this matter because now the system had already removed the appointed banker I was given because of this matter. Waited for weeks for the reply and today I got the response, “you do not owe us the account was closed” which I rep**** it doesn’t matter if account closed or open now my question is which personal loan are they talking about because I do not have any personal loan with FNB. I asked the agent to please email the credit manager to resolve this matter because i do not understand why the issue of a private banker got removed because of this matter (why fees I’m charged didn’t even change) and also the fact that I cannot be paying for a card service which comes with certain benefits which I cannot get to use. FNB needs to remove me from their risk category 3 and contact me as soon as possible should this matter needs more clarification. I have been a long term loyal consumer and been happy all these years with the bank until to date.