Credit card application

I logged a complaint regarding my credit card early this week. Got one call and the lady promised she would be working on my case. Never heard from her again its now end of week. I called yesterday and was informed documents are still outstanding and imagine its been a month since I app****. Why not inform the client everything that's needed from the word go. Its almost as if they do this to delay the process. I just cant seem to think of any other justifiable reason for this delay. if you can, rather use a different bank.