Personal loan application is frastarting

I made an application online on the 22November 2023 for a personal loan of R300 000 and was offered R250 000 and I accepted the offer online and sent the documents to the email provided the next day I called to follow up if all is in order then I was given a new reference to email my documents again now with the *** and my ID number is ***. I called again to check if I could be assisted to finalize the process the said they have sent an email to the person that is busy with my application she will give me a call and that was on Thursday I waited and today on Monday afternoon I called I still received the same response that Phindile will give me a call. Working for a bank as well I have never seen so slow process whereby nobody else can assist I must specifically wait for her to give me a call.They process is frustrating.