ABSA personal loans

Ive app**** for a personal loan from absa 6 weeks ago on my mothers behalf, i have since travelled forwards and backwards to then nearest branch to me 25km away and spent over R400 in petrol with still no resolve, as the consultant can't get hold of in house support to ovveride an option on ther application as my mother is 68years old. She worked for ABSA for 20 years and now get shoddy service like this carting my mother forwards and backwards everytime.