Online Credit Application

Hi i app**** for store credit online 2 days ago, uploading confidential documentation only to get no response. Not a email to say we processing your application or it is not approved nothing. Where did my documentation go? I contacted support via email only to get told: Sorry your ticket is closed and the online shopping department do not handle account matters, please email Tenacity Financial Services. What? So i ask again why is there an online portal to apply for credit and again where did my confidential documents go? I need answers