Slow service

I app**** for a small personal loan at African Bank. I very helpful lady by the name of Palesa contracted me. She went through the entire process and she advised me that i was approved. All I had to do is send in my bank statement, I'd and pay slip. Which I have done. She also said that it will take about 8hours after I submitted the documents to be called back and finalize the loan. It's been 3 days and no phone call.. What is going on? Don't customers get updated? I want to know what's the hold up please.