Disappointed customer

So I have app**** for a consolidation loan with a bank that I have been with for over 20 years.. on previous years when I app**** with they could never offer me assistance. I app**** on Friday the Consultant told me just before the outcome stage that they are having system issues and their it department is on it and someone will call me back I didn't hear from them so I tried calling them back and again a lady told me to hold for her colleague as she is not sure what is wrong with the system after 10 min of holding the phone went dead I sent Absa a mail on Friday and one again this morning and heard nothing back from them. I tried calling again but held on for 15 min and gave up. Really disappointed at the service