Confused

Good day Im very confused on what is happening with Nedbank lately.I did an application for a credit card on 23rd of May I was told I would receive the card after 2 - 3 days and since it has been quite i did send everything I thought they needed even thou they did ask for it I have talking to different agent who promise to call back for an update bt nothing I have many escallations done and I was told my application was stuck on giving me an offer which im still confused how.the last agent i spoke to gave me the complaint ref which is ***9 and nothing has been said again im really much confused on what is happening.