unacceptable service delivery

I have app**** for a loan last week Friday which was approved but till this day no payout has been done, at first I was waiting for system to update the approved interest rate which I negotiated and was give less 3% from the initial rate, had to do follow up myself and every time I'm told Asanda Macatsha or her Team leader Romeo will call me back, till this day none of them has contacted me, so I decided to go to a branch yesterday to sign the quote with the initial interest rate because I needed the funds urgently. Since this morning I've been doing follow ups and still I'm being told my application hasn't been allocated to an assessor due to backlog, does anyone understand why clients take out a loan??? We don't just wakeup and decide that I want to go and apply for a loan, there is always an urgent need for it, what happened to being client centric and keeping the client in the loop???? How can you be money expects who do good if you are unable to do good to clients?? There is always something with your personal loans, if it's not system issues it's backlog!! It's not my problem as a client, you sort out your resource issues!! This is totally unacceptable, if you don't sort out your personal loan department you will loose more clients and remain in last position.