Online Banking and App errors

I've app**** for a personal loan on Monday. I've struggled to submit statements to them on the app, the website as well as the provided email adress. I've submitted the requested documents NUMEROUS times on all available platforms - mostly receiving a "Sorry we've run into a hiccup" message whilst doing it or an "Error has occured" message on the app. It's frustrating as they keep SMS'ing me for the documents, I have spoken to a bunch of consultants as well. How is it possible that after 3 days there are ZERO resolution? Received no reference number on these queries.