New contract application

I have app**** for a contract, from the 18th till the 27th no feedback from the service provider. They claim my documents were not uploaded even if the consultant can see that that they are uploaded. No one care to call and resolve this issue. I think they have a lot of customers and don't care any longer. The application was done online, i was told to visit the branch where i went to mall at reds and iphone centurion.