ABSA disappointing again!

BSA offers me a car loan, I then apply. I am told, no problem, within 3 hours we will revert and inform you of our decision. Its now been 5 days, 2 of which were holidays and still no reply. I phone them, the staff are told to follow a script, if you ask to speak to the individual with whom you had the entire discussion they then put you on hold forever.. I phone Maria's office...."Somebody will phone you", I am still waiting, 4 hours later...I phone again, get transferred to complaints! I DO NOT WANT TO COMPLAIN I WANT TO SPEAK WITH THE HEAD OF VAF!