Passing the bucket on assisting clients with new orders

I put in an order on 14 December. I immediately uploaded the necessary documents on the website as well as sent them through on email. After a few days of not getting any feedback I called in again. Never did they at all communicate that they need a proof of residence. Then the call centre agent said my account is blocked because they need proof of residence and that I need to send it to ********** Today I call to follow up and I get told that I must send proof of residence to ********** Please train your call centre staff to know what they are talking about and to stop *****ing around the customers. And when I ask the difficult questions to the staff they put the phone down in my ear. I want feedback today. I am not going to wait 72 hours for feedback if the call centre staff are not capable of doing their job. My mother is a good client of yours and she reffered me to you. But this level of service is not fair.