Poor service & frustration

On the 29 April I app**** for consolidation loan. All docs were faxed and emailed by the consultant, I got an sms advising me to send a letter of settlement while I was still at the bank and she advised that I should not fax anything as she will send through the necessary docs.on the 30th nothing was consolidated ,I then went into the bank, when they called loans department, I was advised to fax a settlement letter from one of the supplier's, it was sent and we were advised it is the only thing missing, they said we can check in 15 min as the letter would be received, as a person who needed help I stayed and we checked after 20 minutes, they said the letter was received but they are verifying details, that's when my frustration started as I was in the bank for over 2 hour's so my work time was wasted and the following day was a holiday, I had stopped the debits from going off and this was happening, I would now be penalised by creditors, when we called loans back, I vented my frustration but was told to wait as they are waiting for verification,the manager, he tried to soften me up , i got 10 messages telling me to fax docs including marriage certificate & I'm not married