ONLINE APPLICATION NIGHTMARE

We app**** online for a joint additional amount on our bond... Firstly the website was down, so it did not pull through my details. Then, my husband was given an email address where my outstanding documents needed to be sent, which we then did. After a few days, I called to follow up and was told that they are still processing the application and my husband will receive feedback by the end of that week... When I called again to follow-up, a different call center agent told me that no documents were received whereafter we found out that the email address the previous agent gave my husband, was incorrect as they did not tell him about the capital letters in the mail address.... So, I resent it on 22/6 to the correct email address just to find out today that they closed our application on 31/5 because the outstanding documents were not received... Yet, NO communication was EVER received by my husband OR myself to advise us of this. SHOCKING SERVICE!!! I honestly don't have the time to sit in the bank and wait for someone to help me but what is the use of trying to do things digitally if things end up this way???? BEYOND frustrated with this process.