Disappointing Service from call centre

I was at the clearwater mall branch today 30/03/2016 to finalize application for a loan, Branch was very helpful, i was done at 9h00am and i have been told that the loan was going to be paid today. From this morning till now which is 15h00 we are still awaiting the call from head office/ call centre to confirm my employment. I have even given 2 numbers, i don't see why it should take that long to confirm employment. The lady at the branch is very helpful, and is also sending them emails, i don't see why its should take that long, and even if they tried once and there was no answer they should try again. i also advised the lady at the branch if the phone just rings at the office it is busy where people are on the line. Please advise why is there a delay when everything was approved and finalized at 09h00am.