Trying to complete my account opening process

I have concluded a sterns account application that was approved pending proof of income. For a month and a half I received sms's , calls and emails stating that I should send through my docs . Yesterday I sent through my salary verification letter and id . No one has contacted me , I phone into the call centre and get asked why did I send a salary verification letter , but on your website this is an suitable form of income verification and the call centre agent tells me I must wait till I get a call because an affordability assessment must be done this after your online account process takes you through an affordibility assessment in any case , after that I get sent 2 separate smss to say I must send through my docs . Your service is very bad and clearly have enough clients .