Not so reliable

I have been a Ned bank customer for more than 5 year I have both a chaque acc and a credit card .Late last year inquired at the branch if I could qualify for a limit increase and I got an sms saying I must forward my bank statement I told the that I don't see the point since I bank with them they can just pull my state where my monthly income goes in to they said it is not a problem I received an sms stating I was pre approved but no one got back to me,and I went to the branch they called the head office to it was still saying I'm approved and they said they will call me even today I'm still waiting