Process is so wrong

I actually app**** for a credit card from Nedbank online 3 weeks back. I bank with them. I called weekly for an update and eventually on week 3, when I phoned, 2 agents told me 2 different reasons for the rejection. They say they rejected because they couldn't get hold of me to verify account yet they called me on a number, they found from Trans union....really??? I have updated my cellphone number 3 times after that number. Why not use the number that I put on the application form or that I have registered my cellphone banking with, I am so disappointed in Nedbank