Absolutely Pathetic!

I app**** on my app for an urgent personal loan. They then sent an SMS asking that I email my latest proof of residence to ***, which I did. I then thought I'd better ask them on secure chat how long it's going to take them because the last time I dealt with the people (not the system), they took 2 weeks. I then got told that I had to go into the branch. Then they sent me to another consultant in the loan department and she said I could mail it to the pldocs email. I asked how long it will take them, she then forwarded me to the processing department. I spoke to a person there and they said that I can't email it to pldocs. WHY SEND THE SMS THEN? AND WHY DID THE PREVIOUS PERSON SAY IT'S FINE? I feel that FNB's customer service has plummeted in the last 2 years! No one seems to know what they are doing! Plus, I've lived on the same property for over NINE YEARS!! I informed the person that I can't make it into the branch as I'm on standby and by the time I can get to the branch, it is closed. The person did not care. This is no longer the best bank out there. Very disappointing! I told them to delete the application.