Online application does not work - waste of time

My sister did an online application and completed it 100% including sending through the needed documents. I then received an email saying I must complete the application. She had to phone the call center at least 5 time since was told to email a screenshot of the online 'error' to info@capfin and every time she spoke to a consultant sh was told she must complete the application online. After having to strenuously explain that this was done she was again told to the the screenshot. No one can get further than that. Honestly the level of help from the call center is useless and pointless. They can not transfer to management to have this escalated but also can't supply the proper information. No feedback has been received since the first error email was sent except that the online application must be completed....