Profile status not updated and applications not being done

I was applying for one of the products on FNB, and i received a decline note saying that i have a credit card in arrears. I had paid up and CLOSED a previous credit card with FNB a few years ago already, and even received a paid up letter, but for some reason, FNB still did not update my profile to show that my credit card was closed and paid up. I sent them the paid up letter and a screenshot of my credit score which is on an excellent status, and STILL it has not been updated. This is completely unacceptable. I love the ebucks system with FNB and would love to earn more via using the credit card, but this type of service is completely unnacceptable to take this long to update someones profile, and if i didnt contact anyone, would it have just never been updated!!!!??? I was now told i need to go into a branch to apply manually there cause the online system is outdated. I went in, did the manual application, and when i contacted FNB to check the status, i was told there is no active application showing. What on earth am i supposed to do to get this status updated on my profile and to just apply for a credit card with my updated status and received a credit card!!!