Poor nedbank service

I app**** for a personal loan via the app which then took a week for somebody to contact me. I was then pre-approved over the phone and was told that I’d get an sms and and email with information as to where to submit my documents. I’m still waiting for that nearly 3 weeks later. For some reason it seems I’m not getting the sms. I call nedbank and all that happens is I get passed from one *********** “call center agent” to the next. Now apparently I have to re-apply as it’s been more than 10 days since my initial application. I’m quite tempted to take my nedbank bond to my main bank as your service is quite poor