No happy with the Home Loan Experience.

I currently hold a Private Banking Home Loan with you and recently submitted an application for further lending to access the equity in my property for debt consolidation purposes. I submitted all required documentation last week but have not received any acknowledgment or confirmation from your side, which is concerning.

Today, I attempted to follow up via phone but experienced an extended wait time and eventually gave up. I then used the in-app chat function, where a consultant named Nono assisted me. However, she was unable to locate my application and advised that I try again later in the week to see if it reflects.

This experience has been frustrating and disappointing. As a Private Banking client, I expected better communication, transparency, and responsiveness. Specifically:

Why has there been no acknowledgment of my submitted application? Why is the application not visible in your system? Why is the processing time so lengthy? Why is there no proactive communication from your side?

I would appreciate it if someone could urgently look into this matter and contact me with an update and, hopefully, a favourable outcome.