Why does it take the whole day to assist a customer?

I app**** for a credit card early last week with a very nice lady. Application approved all was well until i got an email that said i should forward my personal docs (which i was okay with) and the email address on her sms was not correct. I sent the docs last week no communication from FNB. I resend them again today and i call to check if they got them.apoke to Rookshana who confirmed that only todays email was received and a review was done. Someone from the outbound team will call me ASAP this was at 9am and after being transfered about 4 times. Still no one has called at 3 so i callback again i am transfered spoke to Mbali Lerato and finaly Steve. I have to explain my story to all these agents. Steve keeps me on hold for 5min to check something that he confirmed he can see already. This is not world class guys. Can a able manager please call me soon as posseble