Credit carf

My ID number is *** I app**** for a credit card online 2 weeks ago and it was approved, I was informed to collect my card at Maponya Mall I went there last week Sunday and a consultant who assisted me told me that there was an error message he cannot issue me with the card that day, he informed me that he will call during this week for a feedback which he never did, I called on Thursday he told me the error is still there... I called again today for a feedback htold me that he needs to issue me with another card but I need to reapply, he did and he came back and told me that my application was declined and he has escalated to the relevant department to appeal still no feedback, please assist how can an application be approved and then be declined after you were informed to collect a card