Nedbank lack of service & decision making

Why does Nedbank take 5 months to process a loan application, then tell us it’s expired & we need to start again. We have had daily & weekly emails & telephone conversations with the staff members handling our application! It does not seem professional that the managers are constantly busy, can not make a decision, not available or not in the office. Do we need to take our business & properties we have with Nedbank elsewhere ? I’m sure there are others banks who will be interested in assisting us! Nedbank your service is unacceptable!