Personal Loan Application

I app**** for a personal via online at Absa under ref ***.The application was done on the 1st July and documents were sent over on the 5th July. I then received a reference C-***5 for my submission. Everytime i call through i am being told that the application is with the pay out team and that a consultant by the name of Portia will come back to me, till today no one has called me. Instead I keep calling and I'm being told the matter is being escalated but still no call. Three weeks is way passed the SLA time. What i need to know is whether the loan is declined or approved so that i can go try another place.