Disappointed on your employee wellness program

I have been applying for a loan at bayport from the 8th of July 2021. I called regarding an employee wellness program which I used the link that we are provided at work first which was on the 1st of July and no one got back to me so I took steps and called. Spoke to a nice lady asked all questions did a quote and qualified for certain amount. She then told me which documents are needed and I submitted everything on the 9th July. A week later I get a call that the documents I submitted have expired I should request new ones and send them. No problem sent the documents on the same day which was the 14th. So I ask how long does the process take? I'm told your application is in process? And that there is an outstanding document I need to submit again this I'm I'm finding out because I am the one following up. Yesterday 20th I received a call and they requesting the same documents that they requested a week ago as they expired and when I ask why they doing this I'm told they on rotational shifts. I work for a financial service neah when we say turnaround time is 10 days we mean it and we know why someone would want money. I am so disappointed I haven't even done an internal review with my company because wow I have app**** for loans before and 3 weeks of being asked the same thing I have never seen. I'm just in shock and they have no empathy when you speak to them.