bad service

Can someone advice me , how long does the process of home loan take , i app**** on line , the sent me an email , asking me to send the required document , which i sent already. when i call them how far is the process , i have been told theirs a problem with my application . my question is , why does not Nedbank call me of send an email . theirs no communication . can i get someone who can help me step by step of should i apply through some other bank , cause theirs no way forward