NO LOAN APPLICATION FEEDBACK!

I app**** for a loan on the 30th of March and 12 days later my application is still going through the affordability process. I have contacted the call center many times but I am just told that my complaint has been escalated with but receive no results. I have received 2 sms's stating that I will receive an offer within 12 - 24 hours as my application has JUST entered the affordability process but its been 5 days since the last sms and still nothing. This is completely unacceptable. According to the call center they are experiencing issues. I receive no communication this is terrible service. What issues take this long to resolve? If you can't provide a service you should not offer it!