Loan application follow up

I did a loan application on the 23rd of December 2015 then I was told to send the documents to this email address: [Email Removed] I did that on the 24th December 2015 at 10:31 am from this email address: [Email Removed] From that day I have been doing a follow up but no possitive outcome. I called in today to try and do follow up again but its difficult to do enquiries on the phone if you cannot get instant assist because airtime gets finished. Its the first time to get this ignorance from Direct axis I have delt with them before fut the outcome was outstanding it did not even take 24 hours for money to be deposited.