Failure to communicate or fix systems that have been broken for months/years

Getting assistance from this company has really slowed down as time passes. So much so that there is now no assistance at all. I app**** for their services on their web page on the 14th October and received an error saying I can’t apply for a loan until my previous loan is paid even though the last loan was two months before that and payment was complete. I reported this issue with their website to them via email address (as I’ve done so many times before and then received assistance directly via email). It’s been two weeks and there hasn’t even been a response on the email. Another shining example of South African customer service and quality.