Bad Credit Card Application Lead Time and POOR Communication

I have app**** for a Virgin Money Credit Card on the 5 of April 2018. This was an online application for me and a secondary card user. All the info was given. I received an email asking for supporting documents like my ID, Proof of income and address etc. Nowhere was I asked for a copy of the secondary user's ID. I received and email from ABSA on the same day confirming all my documents were received, as well as my proof of income. I received a call 8 April from Virgin/ Absa confirming my application is successful and that the Credit Card would take 5-7 days to complete, whereafter a consultant at their courier company will contact me for further arrangements concerning delivery of the cards. Since then I have had no further communication from Absa OR Virgin Money. Today, 24 April I phoned Virgin Money, only for the consultant to tell me that they are still awaiting the secondary card user's ID! How is this possible as I already received an email and physical phone call to confirm that all documents have been received and the card is now in production? I have sent the copy of the secondary card user's ID to mycardapplication.co.za with my ID number and Apllication Ref in the subject, and I really hope we can resolve this quick. Other banks take less than 5 working days from date of application until the card is delivered, and here I'm still awaiting my card after +- 3 weeks!