SPECIAL Arrangement turnaround time

Second review for the week. Case still pending with special arrangements department. I have submitted documents numerous time and still no outcome has been reached. Following my first review, I was contacted and assured issue will be resolved promptly. Few days later I am following up and sending emails will no response. I can get a loan approved instantly, but no follow up on my complaint. Mbali who initially dealt with my complaint and forwarded it to the relevant department "because they didn't receive the documents" confirmed she receive the documents and will forward to relevant party. A day or two later I received an sms to submit the same documents. The run around just never ends. I have opened an alternative banking account because it is becoming increasingly difficult to communicate with my bank.