Poor Service

So I recently app**** for a contract to which I was preliminary approved. I was later declined because the credit department could not verify my place of work and this cannot be sorted unless I go in store. Now the issue at hand is that the deal is online only and they cant help me in store. I have been with you guys for over 5 years now and a simple payslip could clear it up but no one can help me. Does any one not think to pick up the phone and verify the details as this is not a massively complicated issue.

Secondly the above could have been avoided if Telkom called me on my number that I wrote down on the self help portal when I wanted an upgrade.