Delaying the process

I have put in my application online on 21/12/2017. Since then I have called 3 times to get feedback and hear a story everytime. The consultants will escalate for me and yet still no awnser. I have done my part and supp**** everything I can. The ball is in your court. My mother is a loyal customer of yours for over 4 years and she does not have this ****. What is the problem. If you dont want to help me just say so but dont waste my time by stalling forever