Risk 2 at FNB

I was contacted by FNB via phone and offered a Premium account. After a few verification questions and I was told that courier will deliver my card in a few days. A minute later had the same phone call and the consultant told me that unfortunately there was a mixup as I was RISK 2 and I should contact my FNB branch. I asked the consultant what is the criteria to be downgraded to RISK 2 and what should I do it in order to improve my risk profile, I was told that "maybe " I owe money to the bank or something. Please, can any FNB consultant let me know why I'm RISK 2 and how do you improve your risk profile?

Thank you,

Piotr Moscicki