Lack response. I just need an answer :-(

My name is Binta and I have been with Nedbank for many years. On the 23rd March 2016 online. On the 30th I received a SMS that my application has been received pending verification. A few days later, I received a missed call from Nedbank, no message was left but thanks to the call app, I was able to know that it is Nedbank that was calling. I called back and asked the consultant to please make a note that I am contacted at 12 as I am on lunch at that time for one hour and free to talk as I cannot answer my call while at work, as I work at the switch board. The consultant ensure me it was or would be noted. The next day before 10am, received a missed call again. Same story called back requested to be contacted at 12. Fast forward a few days after that on the 08-04-2014, I received a SMS saying that my card has been declined due to incorrect or unauthentic details. Once again I contacted the call center, I was told it is because Nebank failed to get hold of me. The consultant told me it would be appealed and I can in turn go to the branch and get assisted from there.I was there and could not be assisted as it was still \locked\".Then I got a call that all is well, I will receive a SMS"