New Membership Department

I app**** for a new membership through one of Discovery`s brokers recently. Upon today the broker haven`t received any feedback from Discovery regarding my application. I phoned today just to put through from one department to another, which they eventually told me that they require more information. why haven`t they in the first place notify me or the broker and why all the information needed? also the consultant were very rude, i really dont see a relationship with discovery no more.