Personal loan application

I app**** for a personal via online at Absa. The application was done on the 2nd july and documents were sent over on the 4th july. I then received a reference “ C-***9” for my submission. Everytime i call through i am being told that the application is with the pay out team and they will get back to me, till today no one has called me. Instead i keep calling and i am being told the matter is being escalated but still no call. Two week 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.