bad client service

i app**** for a loan online Monday , sent through docs same day, received confirmation email that its in process, yesterday i did follow up was told my acc its with ntombi for verification it will then go to payout. today got an email and sms that i have unfinished application it will expire, was surprised because i sent all required docs, when i called it i was told to resend them again, which i did , but still no feedback, its sad because i had the very same experience when i was applying for my credit card , was sent pillar to post, how long do i have to wait ?