No feedback excess bond application

I telephonically app**** for an excess bond last week and received no feedback. Only to be told by the home loans call centre when I made a follow up today that the excess bond was no approved because of outstanding FICA documents. Nobody bothered to call me informing me that I need to submit the FICA documents. Now I am now told I must submit the FICA documents in a branch (Why not through an e-mail) and apply for the excess bond again.