Time wasters

I app**** for a virgin money card 17 November and sent through all my documents. I recieved an email back that said my acceptance letter is not complete but the form I was sent was signed and mailed back to them! I phoned the call centre on numerous times and they take sometimes up to 20 mins to answer the phone and when they answer they keep me on hold for another 10 mins due to technical faults. When I ask that a consultant phone me back they say they will but never do! Seems to me they are just time wasters and don't want business!