POOR CUSTOMER SERVICE

Poor customer service. Application pending since Monday, don’t know if it’s been approved or not. The lady assisting me also says she doesn’t know what’s going on. The frustrating part is that I constantly need to keep calling her all the time, when she promises to get back to me she never does. Am I at the mercy of the store or what’s going on. Every time I call their call centre I have to hold for 2 hours or more then end up not speaking to anyone. Is this Customer Service? I feel they should let me know so that I can if need be go look for another service provider.