unfair loan practise

I app**** for a personal loan, i was provisionally approved, i submitted all the necessary documents online. I waited for 48 hours and then called the customer care line and was told that they are awaiting my documents and was given an email address to send them. I proceeded to email and the consultant waited on the line and confirmed receipt. and i also got an electronic email saying that documents were received. The consultant then mentioned that an agent will verify my documents and get back to me before the close of business, up to this point i assumed all was fine. 2 days later i decided to call through the lady then went on to do her security checks and mentioned to me that i did not properly verify my company name and my cell number (which I doubt), How in heaven's name can i not properly verify the 2 most important bits of information. She mentioned that i need to go into a branch with my green barcoded ID, I have not as yet been to the branch, yesterday i receive an SMS stating that they have not received the documents required to process and that i needed to start my application application all over . Please this is urgent, your assistance will be urgently, appreciated. I dont have the time or energy to go through this process again.