Poor Customer Service_Call Centre

I have received very bad customer service when applying for a new contract, The application has been pending for a week and a couple of days. I have sent all the required documents. Everytime I call ***4 the call centre, they tell me that they will get someone to call me back in 15mins which they never. My question is what the point of applying telephonically when one has to follow up a million times? This is bad customer service