Does it take more than 7 to do a credit vetting

Mtn online shop. I app**** for a new contract with MTN on the 8 January 2018 via the online shop and a consultant called me on the 11 of January 2018 and I submitted my documents to on the very same day. Two days later I get an email requesting me to send my documents AGAIN I responded with much frastration and they apologized saying that my documents have been received. For days on end I haven't heard anything from them and everytime I do communicate I'm always told that it's in the vetting department. I also requested that they find out what could the delay be but still nothing. Can someone please tell me what is going on with my application cause I do have a contract with MTN but it never took this long first time I app**** to get a response. Application reference number: ********** 07 Name: Thobile.