Poor service Absa

As an x Absa employee and a client of more than 30 years I am appalled by the service I received recently. App**** for a loan was send email with reference and asked to submit documents, the email was returned 6 times with message that ref nr is wrong. I called call centre held on twice for 15 minutes before my call was answered. Instruction submit supporting documents to enother email then I must call again the next day to check receipt there of. They confirm received and that I would get feedback within 3 to 4 days. 10 days later nothing. The is really disappointing. So sad that the service delivery has deteriorated to this level. Poor Absa