Bad Service to a Loyal Client

I have completed an online loan application however it came back unsuccessful as I was not able to explain my different businesses. So I sent an email as well contacted Absa sharing with one of the consultants what transpired with my online application. She then gave me an email address to send an email explaining the same. Since last week I have not had any one from Absa call to offer assistance to grant me my home loan. I also have long standing history with Absa - vehicles bought as well my credit card is with Absa for years. Excellent History! Is this the kind of service that a loyal customer of Absa receives? No assistance at all!