Terrible communication and feedback response

DSTV obviously do not need new business it seems. On the 25th of April I was approved for the price lock package and had to send through a few documentation. On the 8th of May all the documentation was ready and sent through via e-mail. Today is the 16th of May and I had just received an e-mail that I need to send through proof of banking. Why was this not mentioned in the beginning??? I have been waiting so long for any form of communication. I have phoned the customer care line and they cannot even tell me if my documents have been processed. This is absolute terrible service . How much longer do I still have to wait??