Disappointing service

Spoke to someone on the 14th whom we did an application with they advised all is done however upon a follow up on the 16th i was told there is no application went through the whole thing again baye in mind that when doing these they send debi check mandates to your bank and i was advised all is in place to my surprise i’m calling again today to be told application is approved but incomplete when i ask what is outstanding the call center agent says she doesn’t know only sales can tell what is needed i mean what service is that