Nedbank internal complaints process is horrifying

I always say to my friends and family that Nedbank is truly the best when it comes to serious banking I have been awaiting “bank of office” to get back to me for over two weeks that’s 20 calls to Nedbank and over 30 email communications concerning my loan application only for them to send me an email asking for banking statements. I send the statements within minutes of them requesting it but to this day no response, today is Friday Iv been sending requested statements each day since Monday via the provide email address and also through the consultation who initially assisted me with my application assuming the back of office is unable to view my electronic statements but after many many unsuccessful calls to the callcentre i eventually went into the branch to physical submit the statements and I ask the consultant what was causing the delay she was unable to see why as I had conducted a telephonic application, and advised that she would personally contact back of office which she did and was told that my application is pending after visiting the branch I returned to the consultant who did my first application he was also told the application is pending, pending what? Was my question to both of them and anyone I had spoken to at Nedbank, Nedbank what is my application pending, what does back of office need I eventually followed the “internal complaints” process hoping to get some answers and to taste joy yet all I got was mouth full of sand the biggest joke her is since then Iv had “internal complaints” agent Jonathan from Nedbank Durban Complaints call me several times only to 1st remind me of the date&time and 2nd that he is also awaiting feedback from back office oh and finally that he can see that my application is pending, what good is the complaints department? How are they making a difference and how are they helping me if all I’m hearing is the same old excuses.