Bad customer service

So app**** for a cellphone contract online and chatted to Mr Nkululeko Dladla. He told me I was approved and that was on the 05/01/2020,I told him that I would try and get the documents to him as soon as possible, because he said that this is only valid till the 08/01/2020. So I went into work even though I was on leave to get him these doc's,I forwarded the doc's to him 07/01/2020. So he doesn't send an email to acknowledge that he received the doc's and he doesn't even call to say that he received it,yes I no his not obligated to do so. But one an a half day's past by and nothing. So I go online and requested that the sales department should call me,the day so within a hour just to find out that my application was declined. So now I am confused by two things. 1. Why ask for more personal doc's telling me I have been approved,then when you receive my bank statement,payslip and identity document you tell me that I have been declined. 2. So because I was declined you don't take the time to contact me,because of me being declined there will be no bonus on me being declined. So is there etiquette with the sales department