New application delayed for weeks, no communication

In February I app**** for the credit card. I immediately sent in all my supporting documents as well. I got no response.

After a week of no acknowledgement or communication, I called the contact centre to ask for an update. They told me that the application was with the validation team, and that my request would be escalated.

Two weeks later, again having received no communication, I called the contact centre again. They told me it was still with the validation team, who was having trouble getting through to the bank. I asked that the team please keep me updated, but was told that they do not contact customers.

So who does look after the people trying to become your customers, Virgin? Because it doesn't seem like you have anyone who knows how to communicate with us and let us know why our applications are being delayed for weeks on end.