Unsatisfactory customer servics

I app**** for a new Cellphone Contract last friday 26 February. I have existing 2 contracts with them already. The second one was approved within a few minutes as i was, and, am an existing client. A week later i am still waiting to hear if it's approved or declined. I had to send my banking details and they requested my change of surname which is utterly ridiculous as both my existing contracts is on my current surname. Why do i have to wait so long ? And what is the problem? My work number is ***