Terrible service this time around

Terrible service received. I app**** for a loan on 20th and sent my docs. I received an email stating my documents have been processed and a consultant will contact me to finalize Alternatively I could dial *134*6454# to finalize which I dialed. I was given 2 options I took option 1 12 months loan 20000 approx. The message prompted that my current loan will be settled and that the money will be tranfered to my account on 22nd I just phoned now and spoke to a lady who kept telling me I never finalized the offer and that it is no longer available. I repeated that I did and that the message confirmed it would be paid into my account on 22nd. She kept telling me that I didn't complete the application. What is going on with my loan it should have reflected on my account today.