Concerned new customer

I app**** for a Personal Loan at FNB on 2019-01-04. The consultant at my nearest branch said that the application was referred and that they will correspond with me through sms. I have been calling Fnb service desk since Monday and all I get is 48Hours/24Hours.....One of the consultants told me that my application is at the Collections and that there is a bitlock on it....I just want to know why I need to call call centres to get feedback as I was advised that I will receive smses regarding the progress.

Do I need to make another plan or not?? or just tell me the application declined or whatsoever instead of letting me wait more than a week. I must say communication level at FNB not very good!!!