Vice versa approval

I have app**** for Trade credit and it was approved, the lady who process my application, when l receive confirmation it was approved. I did not get any kind of communication of the next step neither letter containing my card. I followed up with this lady (Neliswa) from last week and she was going to respond back if she didn't. Today l called and she is referring me to another personnel that l have to explain myself again and that personnel redirected me back to her (Neliswa) saying l need to speak to her giving me her direct line without even copying her on the email. Up until now there is no response after l responded to email saying what do they need me to get trade credit card I am so dissapointed with her service. I do not believe l am getting this from this massive shop of which l respect so much.