No feedback and POOR service!!

On 18 November I app**** for a loan online. I received an e-mail back requesting that I send through my payslip and a proof of address which I did the next day. By the next week I did not receive any feedback and phoned them up to get the status of my application. The consultant said that they are busy with it and would get back to me shortly. By yesterday (the 26th) I still had not received any feedback and phoned again and the consultant said that she would escalate it to the relevant people. This morning I still have not received any feedback and I phoned again and the consultant assured me that she escalated it to Ruwayda and her supervisors. Then still nothing happened so I phoned again just to be told it was handed to another consultant and they would get back to me before the end of today. A few minuted later I received an e-mail stating that I did not send through my bank statements, but it was NEVER requested up to then. Why does it take Ruwayda a week and a half just to tell me to send through more documentation??? It is Friday afternoon!! I needed an answer already. I cant wait another week for this to be finalized!! Pathetic service!!! I should rather go to FNB!