Do I have to call for feedback

I app**** for a store card and submitted all my documents as requested. I didn't hear anything for 2 days. I called only to be told they did receive my documents, however they're unable to open them because somehow they were received as an excel spreadsheet. I immediately re-submitted in a pdf format. It's been 2 days and I still haven't heard anything. This morning I received an sms saying they're still waiting for my documents. so it seems like if I want feedback I must call???? Where's the customer service or do you not need me as a customer?