Poor service delivery

I have a business account for the past 30 years. I recently app**** for a business loan/increased overdraught facility to install solar. My current facility has remained the same for the past 30 years. We are medical doctors who can no longer function properly due to loadshedding. We have a backup generator but the ever increasing fuel costs have a negative impact on our cash flow and efficacy of service delivery. The application was denied, due to financial statements for the 2023 tax year being not available yet. Unfortunately our Accountant will only be able to conclude these by July or August, as explained to our so called Business Banker/Portfolio Executive. I did however supply the bank with turnover reports up yo May 2023. After this explanation the Portfolio Executive started to ignore all my attempts to contact him. (Ingnored phone calls, ignored voice messages and ignored my e-mails). In order to get feedback, I contacted ABSA through their online banking forum's action line . The person assigned to investigate this matter was no other than the Portfolio Executive responsible for this pathetic service delivery! Is this how ABSA resolves queries, by appointing people to investigate themselves, or is this just a way to show that they are no longer inrterested in my business, after 30 years as a loyal customer?