Poor service

I visited the store on two occasions to get an additional card on my account, completed the form twice and the staff member faxed it. I returned to the store today because im still waiting for feedback since late last year. I was told i have to complete the form again but there will be a delay due to the fax machine being broken. I dont blame the staff at the store, they did there part. However, there seems to be a break in service on the receiving end. I am disgusted in the service i received.