Bad Service

have been banking at Nedbank for as long as I can remember. Now when I want to make a loan they tell me I have an excellent record and it will be done in the same day. I app**** for the loan and they did nothing that day, So I waited the next day and still nothing. Now that I am upset and want to go to another bank they tell me that if I cancel I will have to pay a penalty fee. How can they even charge you if they have not even given the loan to you?