credit card application missing

I did an online credit card application on the standard bank website. I did a follow up on the *** number to see if all my documents were received. also sent documents by email. Yesterday, I was told that an email has been sent to digital banking. today when I call, I am told that my application is not on the system. I asked if I should go to the branch, I was told the branch will send me to digital banking. I feel helpless. Must I go and apply somewhere or what?