Why is it so difficult to become a customer?

My fiancé asked me to apply for an account on-line. I mistakenly typed my last name instead of his yet the rest of the info was correct (we didn't realise this). He kept receiving sms after sms to send a copy of his ID and proof of income. We did this over and over again via e-mail and WhatsApp. No one ever informed him of the problem with the last name. Eventually we went in store, the helpful sales agent phoned head office and a note was made on the system. To date he still only receives sms after sms to say he must send the same documents and the card is expiring.

If it is this difficult to fix a small error or the customer service is this poor that no one can pick up a phone to call and verify the information, maybe Edcon might be a better choice as it seems TFG is not interested in having more customers.