stupid service

I have been banking with FNB since a decade, but when ever i had app**** for a credit card its been always declined. I called the FNB call center for the reason for declination , she said she cant see any application on the system and forwarded to the sales team, the sales rep. suggested me to go to the FNB bank. what is the use of calling the call center for 30 mins and still you need to go to the bank.