Customer service not good

I app**** for loan because it said that you will know answer within minutes. It's been few hours and still nothing. Which would be okay but I tried calling their customer service number and I get through but then it keeps cutting off. I decided to use their BOT on website and I keep getting people and they ask me for details. I give it and then nothing for hour then another name of someone assisting and they keep asking same things. Customer service is really very bad and it's making the customer not look trustworthy. I just would like to know if I was successful or not. Been hours should not be so hard.