Limit increase

Good day ,I received an email inviting me to apply for an increase ,I called went through process qualified for an increase sent through my bank statements. I was told they don’t accept those bank statements. This is the part driving me insane that is the same bank and statement I used to open account. Sent proof waiting for Days for a manger or someone who can access increase to call as apparently only 20 percent of staff in the department can access info. Please do get back to me regarding this as I’m failing to understand how this notion has be put in a place but is not stated in the t&c’s.