STD extremely poor customer service when applying for Credit

I attempted to apply for a credit card online. I received an email that im provisionally approved, i just need to send certified payslips to an email address which i did. On the STD app there is an image that says my time is running out to apply i must complete my application. I then click it and it takes me to a page to submit my documents( my bank statements and payslips) and then again receive the provisionally approved email to which i once again send my certified payslips to. When i select personal lending on the app it says my application is being processed. Its been days with no response or update. I then email customer care and they tell me I was told by a consultant I must go apply manually at the bank. Why? They cant give me a reason why others can apply and be approved or denied online, but i must go sit in the bank despite submitting my documents numerous times and having a status that it's being processed. This is the worst customer service I have received from a bank. They take days to respond to just to tell me that I need to go do it manually without a satisfactory reason. Now i must go sit in a bank in a queue while others just apply online. I cant believe the level of service im receiving from STD