Mandate not received which is out of there turn around time

We have tried to apply for a loan 3 months ago and until now they have not sorted out the mandate issue with FNB. You go through the process and they say mandate will be sent to the bank for the customer to accept, and weeks go by and nothing. They keep saying they escalated it. We cancelled the load, and tried again as there e-mail to us said it was resolved. We tried again and guess what ? its been over a week and still no mandate received.