Loan process not even started yet

So we did an online application on thursday. After accepting a offer uploaded the docs required on Friday. It then said a consultant will contact you shortly. Phone this morning to find out what the status is. I then get told we need to go into the branch with the document which as i said had already been uploaded. I get to the branch where there are 2 consultants on dutu which i get seeing that it is weekend however they could look more willing to assist, just to be told sorry they cannot help as it has been a web application. I consultant will only phone on monday an the process will proceed from there. WOW strange how they dont really care seeing that it is their help you need. Very shocked at the level of service and attitude of the staff.