Tax directive application

I received an email from fnb for some reserved funds allocation and an application to complete for the claim. I completed and submitted the claim and I received another email on the 4th of December saying that my claim has been approved and will be paid shortly. On the 10th of December I received an sms stating that a tax directive application will be done through stars and on the same day I received another sms stating that the tax directive application was decline so I must contact sars. I called sars and they don't have any application done by fnb so they can't tell me what to do. I went to sars and I was told the same story, they won't be able to advice me what to do untill fnb actually process that application. I can't even get hold of anyone in fnb that can tell me what is going on, sars can't help me they even told me that this must be done delaying tactics from fnb.