Big company with no care for clients

I sent an sms for a DPP application and received a call on 26.10.2015 to do the application telephonically. I completed the application with the consultant and he advised that he would call me back to provide me with an outcome if I qualify or not for the R99 contract. I called Multichoice call centre a few days after to find out the outcome only to be told that they cannot advise me as the DPP department is separate and does not talk to clients, I must just wait for them to call me, and of course I received no call. I called again a few days later and was told the same thing and told the turnaround time is 7 days, I then went to the Multichoice offices in Umhlanga on 02.11.2015 and was assisted by Rochelle who told me she was unable to get through to the DPP department and has sent an escalation and that they should contact me within the day or the next day. she also provided a number I could call, which I called on 03.11.2015 and was told they don't have my results yet and I must still just wait. now I want to know how long I must wait for a response, does the application take a month to be processed? why have I never been contacted and why is there no outcome as yet.