Extremely Bad Service

I am an existing customer and i tried applying for a loan, but my application got stuck on the last 2 steps. I created several tickets requesting support. Instead others got closed and the other one, there was a comment stating "referred to relevant department". There is no understanding of the problem, no sense of urgency, only excuses that they are getting lots of application. They created a support feature so that they avoid taking ownership of customer queries. They are using contactless method to ignore customers.