Vodacom Contract Application

I app**** for a new contract over the weekend through Vodacom online services. They requested documents which I send and I received a reference number.

Ref - EC-1TZO-16R6L3 and another Ref ***

In their emails it stated "Dear MR Ruan van Rooyen. This email serves as a notification of a new contract that has been submitted for reference number: ***. Your application has been generated on your profile and vetting has been pended. If you did not initiate this request, please urgently contact Vodacom Customer Care on 082 135. Regards, Vodacom Customer Service"

Another email confirmation "Hello Ruan,

We're almost done!

One of our call centre agents will contact you on *** within the next 24 hours in order to finish processing your contract application."

I have been calling Vodacom several times and this is what I am getting from them

1. We see your application is pending, you have to send the relevant documents. 2. They either drop the call during my application process or they promise the call me back which they don't

How can they not check their own services, to see that all documents are send and application approved? Is this how Vodacom treats new clients ? I need to this be escalated to senior management