No feedback on application.

I did an online credit card application on 6 December and submitted my docs the same day. On the 12th I called Standard Bank to hear what the outcome is. I was told they cannot find my application although I got an email confirmation with ref number (tb-6533r). The person said she will need to contact another department by email as they dont have phones. Strange. Anyways. I called again this morning and got the same response and once again got told they will email the correct department to contact me. So I am still waiting. Can someone PL EASE find out what happend to my application. This is so frustrating. I need feedback asap.