No Feedback , No Urgency , customers just leftnin the dark

I app**** for a personal loan last week Tuesday, approved , docs signed , paperwork sent in as requested. I then received 2 sms's requesting bank statements reflecting my salary , I bank with Nedbank this shouldn't have been an issue to retrieve in the first place but I sent in the docs as requested , twice. Twice it was escalated, no feedback from the lifestyle centre agents either. Last communication the agent stated they will work on it this week? This was done last week Tuesday, it's a week later no feedback , no urgency. Is this not supposed to be a quicker process if done online? What is your turn around time for this? Loan application ***