Bad Customer Service

We app**** for an account in Jan21 then was provisionally approved on the 20th Jan where a representative also called my husband to confirm his details , we received mutiple smss to activate the account by handing in or email documents.where they asked me to send all my documents to *** which i did numerous of time because i kept getting smss to hand in or email to activate my account which i did! I then received an sms to email or hand in proof of income which we went into store only to find out they don't have an application for my husband ? I emailed customer service numorous of time got no feedback after they said they going to investigate.They responsed today "We have checked our system and can confirm that the ID number provided does not populate an account application. Please complete the attached application form submit it to ***." Very disappointed by your poor customer service ; and wont be proceeding with the application!