Istore Gateway - Unsatisfied customer

The customer service at Istore Gateway I found is not customer friendly. It has been over a week since my application has been submitted to which I have received no calls on the feedback of my application. I visit the branch and feel like I worry them for assistance. I e-mail them to which no one response and I know they receive them. How long does it take for an application to be approved. Is it so hard to phone a client back just to say we are working on your application.