Poor communication.

The website states they will get back to you regarding your loan application within 3 hours. It's been over a day now.... I received a call for additional documentation which was sent through almost immediately and since then it has been radio silence.. I have tried phoning numerous times - eventually selected to go through to the collections department where someone actually answered and have been on hold now for 16 minutes. Whatsapp chats are not being answered. Asking on the chat on the website is not being answered. Send an email which is not being answered. :( Very disappointing when you actually do need a very quick answer for an emergency....