Bad service

I helped my dad to do an online app with capfin and that same day he got call from some1 he gave all his details and was advised to send his docs which I emailed later he got an SMS stating he has to resend we decided to take them to the nearest pep and a few minutes later they sent an SMS that they received them. Today they phoned him did the security check and the consultant say he has been approved but she need to do the final stages , the line was bad so they got cut off she called immediately and wanted to the same security check instead of continuing where they left and since the call was bad my father said to her let me give my landline number she took it and said she will call back that was 6 hours ago and now they busy calling his number and hang up...I have never seen such incompetence and stupidity my dad app**** for a loan for a reason and he knows when he needs not when they want to give it to him we just thought it would be easy to do it over the phone but it was the biggest mistake he should have just to a better bank cause he also qualified with other banks...what a waist of time the whole staff should be taken back to training including their manager cos consultant learn from their seniors