Poor servicea

I am so hurt by the service at the Pretoria branch. Went to submit my documents at the beginning if Feb. Was told there are missing docs of which they checked everything and confirmed all was good. So I took the missing docs and gave them and was told to wait until next week thursday. We are on Monday now and still nothing. I have not paid rent for 2 months. My kids are suffering. This is not fair. Can you pay me my money.