Horrible service (Personal loan)

I recently app**** for a personal loan with FNB on the 28th of April. The application was approved and was pending payout. FNB then requested I send through a letter to confirm that my HR department has changed my banking details. I am staff member and was previously receiving salary in a savings account. FNB then requested I send through a letter from HR confirming that my banking details been changed to a staff account. I sent through this letter but I still keep getting sms's that I need to send through this letter. When calling into the call center no one is able to assist. The lady I spoke to Khosi said she can see that the letter has been received. All I am asking is for assistance I am really disappointed to be getting such service from bank. My ID number is ***