Bad experience with Telekom mobile

I am very disappointed with Telekom mobile, I had 2 contract with them which 1 ended and I went to apply for another 1 while I was busy with the application a consultant told me that she can’t give me a fone same day there is a not sure if she said a investigation or security check which she smsed me a case number instantly I didn’t ask why because I was disappointed, I’m existing customer my other contract ended and I paid each month with no failure. First time I did my application with them they asked me security questions about my previous employment and other things plus or less 10 questions and they said I failed I waited 72 hours to get the fone 2 years later I’m going through the same experience but no questions this time ?