Finance Company that mislead clients

Why would you apply for a personal loan if it is not a matter of urgency? Bruma Finance and their staff clearly do not take this into consideration and they collect all your information and then just dissapear, to me this looks like it could be a **** or ***** situation I have placed myself in due to non service received from their staff, I hope this is not the case, but currently they are making me believe it could be due to their staff just not returning any corresponding emails or telephone calls.