Pathetic Private Banking Service

Yesterday I app**** for a loan online with FNB but their system was not working and we never got the OTP so I called my private Banker Carlifornia Muungadi and gave her the details of the application she then contacted loans department who took so long and I needed the loan urgently. I then app**** online again this time it went through and was approved I have the sms and the email to prove it was approved yet my private banker has advised the application was declined. I feel the service given to me as a private banking client has been pathetic considering what I pay for bank fees every month. Also the approved loan has still not been paid into my account over 12 hours later this is disgusting I also asked to speak to Carlifornia Muungadi's team leader but she still has not supp**** his details to me.