Inaccurate deadlines or empty promises??

I applied for a kleva mova card last year 2025 and I still haven't received feedback regarding my application. This year 2026 I applied again for a kleva mova card and still no feedback. Note that they advise that the approval process takes 5 to 7 working days. I applied last Monday morning on the 12th of October 2026. It's is now the 22nd of October 2026 and my status still says pending. Bare in mind, my friend and I had applied together on the same day - she has already gotten and made use of her kleva mova card whereas my application is still pending. Can someone please advise what the holdup is???