Virgin Balance Transfer card

A few weeks ago I applied for a Virgin balance transfer card. I had to send photo ID and then had an email that I was accepted a few days later.
Next I had an email saying the balance transfer hadn’t gone through and to contact them. I did this and they said the account was under review.
I received the card in the post a few days later so assumed it was all sorted. I tried to activate it but their website says it can’t be done and to contact them. I rang and have been told again it was under review and they couldn’t tell me anymore details.

So does anyone know what ‘under review’ means? I haven’t used the card at all but I was definitely accepted and physically have the card in my possession.

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