each consultant has a different turn around time

I called edcon this morning requesting a higher credit limit .they are asked me to email the docs and i should call them after 30 mins hes response was you do not need to label the docs with an id or account number.i call back after 30 mins the next consultant wendy takes my details and puts me on hold and then cuts me off.the 3rd i call back this time im told that i have to add my id no on the subject line.and then call back ...after an hour i call back and get told no its takes 5 to 18 hours for us to receive these document's. .now please tell me how frustrating this is ..it is very visible that there is no uniformity .no protocol and everyone is confused.very disappointed