Back office that is not accessible

I have app**** for a credit card for the past 2 weeks at a branch in King Williams town. When making a follow up i am told that as the branch they are unable to tell me how much has been approved and the worst part of it is that credit cards are handled at back office where there is no direct telephone contact. I dont know; the branch doesn't know; the back office cannot be accessed. What kind of **** is that. Nedbank must just have a direct contact line to the "elite" back office. Very poor frustrating service.