Unacceptable Service

I started the process of applying for the ReAdvance option on my home loan on 08/04/2015. Since the start I have been waiting for replies and constantly need to check on the progress. Firstly, during the first contact, I was told that they will phone me back in two days, since when do you need to wait two days for someone to call you back? I cant understand that someone with my credit record is still waiting for final approval, this after being told that it wont take that long. Its been a week since I sent my last email, with no response.