The most unprofessional staff EVER!!

I app**** for a loan I was told I qualified for on the 4th March, I sent in documents the very next day, to which I've continued receiving an SMS notifying me I hadn't sent any documents. I eventually called to inquire, and no surprise there, the consultants dont answer their phones or simply drop calls. I've sent numerous follow up emails with the same attachments I've previously provided, but no one ever gets back to me. The one lady I did eventually get connected to, advised she would put me through to the gentleman \responsible\" for my application (Frank), and I was put on hold for over 8 minutes to which she eventually dropped the call. Is this the behavior one is to expect? 10/10 for uselessness, Bruma, there goes my business with you lot."