Very unhappy client

My husband app**** for a credit card increase telephonically on the 12th of May 2022 at around 15:30 or so. Usually, we apply via the app but we had issues with it because it wanted to process a MUCH higher amount than what he typed, and then he had to call in. He received a mail from the salesperson after being informed that it was approved with the agreement but with no instructions. Due to him not having to send documents through when he applies on the app, he thought it was the usual agreement that he receives. But when we called on Friday, they said there are documents outstanding, so we went to look at the agreement. He then rep**** to the mail with his name and cell number to do the electronic signature. Still no luck and no reply from the consultant. Then we looked at the form again and sent it to the email at the top just in case, for outstanding documents. They said they received it. When we called the next week, they said the docs were still outstanding and said we must put the ID in the subject line. Up to this point, we have mailed it to FNB three times. Then on Saturday the 21st of May we went into the branch for help, they called the credit card department which then got my husband to sign the docs in the branch because ONCE AGAIN they said they hadn’t received the documents, even though someone called him on Friday the 20th of May to say they received it and we must accept the Debi Mandate which we had done on the 12th already. It is now the 23rd of May at 15:30 and the limit has yet to be increased. We are disgusted with the service received from FNB. I had to convince my husband to move from Nedbank and now he wants to go back to them. This service level is unacceptable! I usually love FNB but lately, they’ve been messing up a lot and now I’m extremely disappointed.