PUNISHED FOR AN ERROR MADE BY STAFF

I urgently need a loan - so, on Wednesday 16 February 2022 I decide to go to my "loyal" bank that I've been with for 30 years. I speak to Helen and she assists me telephonically (1 hour call). During our call, she comes across an error message on the system and tells me she will get back to me the following day. I don't hear from her. Friday I call the number given by the system. Another lady (Simone) looks up my details and sees Helen is busy working on my application. Says she will ask Helen to assist. I wait for the weekend to pass, Monday I call again, Kayla assists and tell me that Ashik will call back and assist me. He calls and we redo the entire application (another hour). The error comes up again. He escalates a query to the IT Dept/assessors. End result: They cannot override the system and I must wait for 30 days for the failed applications (7 of them) to clear before we can apply for a loan again. I CANNOT DO THAT - I NEEDED THE LOAN LAST WEEK!! First of all, its NOT my ERROR - its one of YOUR staff who messed up and now I am being punished. This is totally unacceptable and unprofessional - not what I expected from a bank I've been loyal to for 30 years. I'm seriously considering moving to another bank. I am now still in desperate need of this loan and will have to go to another financial institution. You are losing R9000 in interest because of this STAFF error. That's the amount of interest I would have had to pay. Helen is the one who should be punished, not ME!