Lack of update and feedback

I app**** for a credit card on ***, received an sms that I was provisionally approved on 23/10/2020 also requesting for proof of income emailed to them. I emailed them the same day but to this day I haven't received feedback from Nedbank, I called them and they said my application expired because I didn't send the docs, who monitors the mailbox ? do they not want clients? the service is really poor, not to mention the lack of update and feedback. WOW Nedbank.