Unfair service

I have recently moved all my accounts to Standard Bank thinking it was a better bank than FNB, not so sure now wether that was the right decision. I was asked by Standard bank to wait 3 months before I could apply for a credit card. The 3 months has passed by and then I app**** online only to receive a rude sms stating that they cannot assist and that I should go to the branch. My question is why cant they provide me with a credit card? Im credit rating is fine, I had an old credit card with them ages ago in which they are failing to remove off the system so I want to know in a detailed explaination as to why they cannot assist? Is it due to status? My cousin is a starting doc without a penny in her account they want her to take a R30000 credit card? How is that fine? So please explain?