TERRIBLE SERVICE RECEIVED FROM A LOYAL CLIENT

i have app**** for a personal loan at the constantia kloof branch. a consultant by the name of Nicole Jansen. she was very helpful and advised that the loans take 24-48 hours to pay out. the loan was captured on the 28/07/2015.today is the 06/05/2015 and still no feedback from the loans department. all documents were faxed and emailed and still to receive messages saying that they require documents. i have been emailing Nicole for feedback and she mentioned that her manager is dealing with this matter however this is not good enough. if the manger was dealing with the query it should have been escalated to higher levels in order for feedback to be given or even funds to be paid out. all i need right now is for feedback to be given on whether the funds will be paid out and by when and if not so that i can move on to another financial institution who will be willing to assist. i am appalled by the service received.