Head office Incredible connection ,and the glen

We did a application online got a approved ,got a sms to go to the glen to give in documents that was two weeks down the line got a call head office "parked"it we must come and do the application over. 18th of Feb we went in again to do the application AGAIN that's poor service and now we still waiting the glen shop staff did follow up but the head office did nothing to speed up the process.