Home loans department extremely slow and inefficient

I am quite disappointed and shocked by the service and turnaround time of the Homeloans department. I sent through my application forms on the 02nd September. I had to constantly check in with the chat as I received NO correspondence until 2 months later , saying I have a document outstanding. Lihle (virtual chat consultant) and many others promised me that Daphne(my sales agent) will call me. Till date I have received no call. All documents have been sent to Daphne , but I am afraid she will take another 2 months to respond. I want this ESCALATED URGENTLY TODAY, AS THIS IS UNACCEPTABLE service from your homeloans department.