Term loan credit limit issue with standard bank app.

Hi, I am just so frustrated about the standard bank app. The worst is when you go to the branch, the customer service is just so bad and I am speaking as a customer service agent of a different company myself. So to cut it short, I have a credit card with standard bank which I have been trying to increase the limit for, also I have tried to apply for a term loan and I am getting this error that states there is an unresolved issue with my request, I have sent an email to the support team and it's been over a month without me receiving any feedback. What is going on! The reason why I have an app is to avoid that frustration of having to go to a branch and standing in long queues of which I don't have the time for. I am really really frustrated about this and I need answers. What's the unresolved issue? How is it going to help if you aren't telling me what the issue is and when and how it's going to be resolved?