Loans departments not assisting

I was applying for a loan online, when FNB notified me that they need proof of residence. I took off work to supply them with the document and then they advise me to take a larger loan, so I could consolidate the existing loan. So I do as advised. I was informed the amount will be in my bank account within an hour. A couple of hours later I phoned call center to find out what the hold up is, they say I must hand in the proof of residence. (I took it with me the first time and the consultant informed me its ok, the proof of residence is still on the system, no need to send it again.) So I emailed it again and personally handed it in at the Meyerton branch. Now its Saturday, could not return to work due to the time consuming up and down traveling to and from the bank. And by then the bank was about to close. Its Monday, no money yet. But received a call from FNB that the first amount is approved, I just need to bring proof of residence. I told the agent that we changed the smaller loan into a consolidation bigger loan. Oh sorry sir, we will cancel this loan and this will take 24 hours and then you could go to your nearest branch and apply for the bigger one. How is this service?