Poor delayed response to a matter that should have been sorted out.

Direct axis in my opinion is synonymous with being bad at what they do and that is finances. My reason for saying that is as of yesterday via email I got a statement for a loan that I made with direct axis. Now the interesting part is how can I get a statement when after a delayed period of time by way of more than a month. I get told by the consultant from complaints department that my loan was declined due to the technicality I reported more than a month ago. I have told them at Direct axis that via my banking app I have stopped the debit order that would have been running off my account for that loan that I never received. My question to direct axis is how can I send a statement for a loan but was never paid out? This in my opinion yet again even if it's a delayed reaction on their part by sending a statement. Is a typical case of one hand not knowing what the other hand is doing and that in a nutshell is what direct axis is all about. Direct axis in part knowing that they are doing wrong will still go ahead and do that wrong and following that plead ignorance, in saying we did not know. This matter is nearly 2months old.