bad service

I app**** for a limit increase on my credit card on the 18 September 2019, they told me that i will received feedback with 3-5 business days. The consultant advised that i sent through my proof of income, which i did on the 18 september, on friday the 27th i called in to find out whats happening as it is past the period of feedback and they advised that it was declined because there is no proof of other income. firstly i called in, nobody communicated with me that i need to send them proof of other income and i got no call or SMS of the decline. Is this client service ? is this how you keep your clients by declining them for no valid reasons.