FNB Loan Application - Lack of Service and Feedback

On the 26th of December I accepted a Pre-Approved personal loan that was available on my banking app for R32 000. I immediately received a message in my banking app saying "Your new FNB personal loan application was successful and will be deposited into account number *********xx" and a second one directly there after " Your FNB Loan is on its way. You will recieve a notification once a deposit is made into your account." I also received a email with my "Customer agreement" document the same day.

After a couple of days I decided to follow up on Saturday the 29th of December, the gentleman I spoke to explained to me that they were short staffed, but that it would be resolved on Monday.

Today is Wednesday the 2nd of January a week after my application was "approved" where of 5 days were working days that FNB was open. After spending about an hour on the phone this morning the call centre (FNB Loan department) informed me that my application was being processed and that it was only for R26 000 and that I would receive a answer before the end of the day.

I don't understand how I can be approved for R32 000 and then all of a sudden it is still in the application process and only R26 000 and WORST of all is that I did not receive any feedback today nor any other day. The only time I hear something is when I call them. Even the automated number where you can find out about the process of an application said I would have feedback within 8 working hours. That time has come to passed. The customer service is terrible. I have been a loyal customer for 7 years and this is the service one gets in response.