Nedbank is useless compared to other banks

I have app**** for a credit card on the 26/12/2018. Nedbank has still not given me feedback on the application I did online. Whenever I call I wait for about 10-15 minutes and then they say I must call back in the next few days because they cannot find my application . I have received a reference number for my application so how can you guys not pick up an application ???? Reference number : FI **********