expired application

my name is sindisiwe mkhize id number *** i app**** for a loan online and submitted all the required documents on the 30/09/19 ref number 554729 and got reply that a consultant was going to call me which never happened.i made a follow up on the 01/10/19 a consultant informed me to resend all required documents on a web email as he could not pick them up on the system and i did.made another follow up on the 2/010/19 and was told my application has expired why is that after all the work i have done?