Terrible service from New Accounts Department

After completing an online application for a Sportscene card, I received an SMS requesting bank statements. I sent the docs through, twice. Via email and via their Whatsapp line. After not getting any response for a week, I went to the Gateway branch to query. The cashier checked the system and said the head office needs my bank statements (which I sent twice already). So I email it to the cashier, she prints it and sends it to the new accounts department. They advised me that I would receive an SMS with details on when to fetch my card. I received no feedback whatsoever. 2 weeks later. I then went into the Exact store at Gateway. The cashier advised that applications done with them are much quicker. I filled in a form. I received an SMS with a link to retrieve the application online, only to find that my application "doesn't exist". I have a perfect credit score and have pre-approved for an account many years ago. It has now been almost a month with no help from the stores or the new accounts department. Just a call would suffice, instead of me making multiple trips to the store.