Online Credit Card application

I app**** for a credit card using their online system on the 19th of November 2019. The system told me to send my documents through via email and I did immediately. I called through a couple of days later after not receiving any response and they could see my documents, I resubmitted the documents and called again just to be told that none of the agents take responsibility for online applications, thats why my application was not to processed.