Missed opportunity of getting new client

I went to Nedbank for personal loan,I came back within 5 days before quote expired I signed contract and I was told loan will on the account within 2 days , I waited and waited only to be told they need confirmation letter which I submitted on the consultant email because they were offline I was told they were moved to other branch to cut long sorry short .... no update about a week only to be advised loan has been declined ....but what was I signing with consultant on the 24th,she promised to call back as she now said she sent application to motivation Dept forever I'm still waiting ...is this the kind of service ur giving to customers I'm so disappointed with Nedbank.