Bad service

App**** for a loan having been a good customer that paid up before contract ended, it was tough getting paid up letter, had to apply to get it or write a letter which can up to three to 5 days. Then a year later I app**** for a loan, never got a response not even a decline despite having received an sms from that to apply then when I enquired I noticed that they did not respond but a credit enquiry on my credit profile is there for both head office as well as Tembisa branch and it was no different with bloed street as they were the same never bothered to respond despite being the one client who has never given problems. Why were there 2 ITC enquiry by same institution yet not a single response to my loan?