Poor Customer Service !

I'm very unhappy about Capitec Bank.l app**** for a personal loan and submitted all the required documents needed to finalise the application, l have been calling their Call centre several times and spoke to different Agents one of them Aphiwe who promised to call me back but they don't. If my loan application is declined ,why can't you tell me straight up rather than being quiet and keeping me in the dark? Can someone Senior and serious about Customer Support sort out this please??