No response to contract application!

My husband went to the cell c store at ferndale on republic (jhb) on Saturday to apply for a contract which the computer denied. No reason given. This was then escalated to a supervisor who has yet to come back with an answer. Even the store salesman (Kagiso) who has been helpful, is shocked that it is taking so long for a response and that no one is responding to his emails.I find it unreasonable that it takes so long for a human to take a look at the documents of an application and come back to prospective clients. Especially considering there is nothing bad on my husbands name, all accounts are in order and the application was meant to be a move from an expiring vodacom contract. We just want an answer with regards to the application!