Unable to process credit card application

Had a credit card. Went under debt review. 5 years later debt free, no debt review flag on the system. Continuously declined for new credit card. Tried to find out why. A lady from FNB called me today, and told me to call the call center and tell them to do the application manually, as it's rejecting due to the previous credit card still being on system. So I did this. Every time I explain what is going on to a rep on the line, I get put on hold and then transferred back to where I came from. Either the staff cannot assist or are unwilling to assist.