Nedbank Staff got no humanity

My credit card application was approved, I've signed the pre-agreement and everything. Now, when the card is with the courier, they blocked my account for no reason whatsoever. They are requesting me to go to the branch. I've got the Covid, and I'm in hospital, how must I go to the branch. Why couldn't Nedbank tell me to go to the branch in the first place, before my application was approved. Is this how you treat people? Don't you have humanity?