No feedback on account application

I app**** for my 12 yr old son's savings account on 31 Aug, sent the required documents on 06 Sep and got confirmation of receipt on the same day. i got an email that a consultant will contact me. It's been a month, nobody has called me, my child thinks I was joking when I said I was opening an account for him. My 16yr old also did an online application at the same time and he hasn't been contacted either.