No sense of urgency

I app**** for a cellphone contract on the 2nd of October, on the 5th the courier came and returned with my phone due to failed authentication. I then requested for manual delivery on Friday the 6th, I phoned again yesterday which was on Monday the 9th and I was told that it takes about 24hrs to approve, I have phoned DSV they said they have not received any communication. Today I phoned Mondo and they assured me that they have sent through the email to their ***** department for approval which they do not know how long it will take so now I must just sit and wait until they decide to attend to my case.. Not having a sense of urgency is bad customer service.