Poor Service on application

I trust this email finds you well.

I don't know where to start with this, I did an Loan application Tuesday (07 July 2020) at the Parow branch Voortrekker road, with a friendly Gentleman, Alfred Mxenge. His service was excellent. I can not fault him.

He has done all the necessary processes on his end to help me with this application, however my application has been hanging more than a week now, at the head office,***** or call centre. He has kept me up-to-date with the process on his side, I just feel at this time his hands are tied. I have also been calling him including the contact centre.

The contact centre has been telling me something over and over, everyday from Tuesday till today, this doesn't make sense anymore that they are still processing my application since last week. My application ended expiring because it's more than 5 days. I went to the branch yesterday again 14 July 2020, to redo another application, now it seems the whole application has started the process from the beginning which will also take another week. I don't know if this is how your new customers are being treated, how much more when i'm an existing client.

This is very frustrating, I've been given a run around, the manher this process has been handled is poor or the process in place. No one is giving me updates who ever is dealing with my application. I'm only called when I complain on Facebook and twitter with no proper feedback still or follow up after.

Complaints department has not helped me with this process.

I hope you would help me with the process to go smoother and faster and can be resolved today still. My ID number: ***08 3