Unhappy client

I am writing this on be h la f of my patner. He app**** for a loan between 13/14 July and he was told he have to approve a mandate on FNB App or ATM and the mandate was sent unfortunately he didn't approve on time and it was expired. He went to the Bank again to ask them to resend but he didn't receive anything, Saturday morning and from the beginning of this week we've been trying to phone and the consultants telling him different stories. Even today he didn't receive any good news regarding this matter.