Never had the service before

I have been waiting for more then a week for someone to get back to me. I have send all the documentation that is required but still it keeps on saying waiting for approval. I received a message to say they need a statement for January but FNB only send statements from the 16th to the 16th so what they are saying to me is I have to wait till the 16th of February. My previous loan that I paid back via debit order on the 26th of January is still showing under my name.