The bank failing me

I’ve made a limit increase on the 30th of November 2018, and today 14 Jan after I’ve done countless calls to get feedback on the application I get told that the ***** department has declined my application. This is after ***** has not made any contact with me to verify my application. I’ve once had a ***** incident with the bank and I had to provide a Hanis verification to the bank to prove my identity and after doing all that I was told everything was sorted. To my dismay I’m now being told that ***** department is declining my application based on what had happened to my account in the past.