Apply on line and have to run up and down to the store. Whats the point off online?

I've submitted an online application last week with all the documentation and had no response. went to the branch it atteridgeville and spent the whole Saturday and was still told I need to send my payslip. I sent it and call and the guy assisted me In saying they did not receive the relevant documents and I need to re-send it. I called again and a lady answers and says she cannot help I must go to the store! one person can help and the next cant?? what is this?? I don't this online so I don't have to go to the store, I guess Edcon has no idea what they doing! and jus causing me time and effort.