US Bank review: hard inquiry and endless phone waits for nothing

CC required manual review. Okay, I get it, we just moved. I called and they said they need to verify address, so I sent in my utility bill via mail. 10 days later get a denied letter from them. So I call back, 1.5 hours on hold to be told they haven’t processed it yet and the first agent missed that I need to verify ID too. I am told I will receive an email to certify ID, I never received this email. So now after 20 days of wasting hours on end, I am sitting with a hard inquiry on my credit report and zero help from customer service. Luckily, I was approved in 3 seconds from Discover for $25k limit. This is the worst company I’ve used for customer service and they only have a generic line, with no call back options or queue updates for length. No email options.