Does it take a Company this size 15 days to sort out a problem

Always had great service but this is now getting unacceptable. I app**** for an emergency loan and approved on the 13th. I did receive a sms on the day to say payments delayed and nothing since. I daily phone and since Tuesday they are still busy with the 10th. I am to understand the Finance Department only start work at 10 and the IT Department is busy with the problem. There is no feedback from the customer service. I will not be surprised if my debit order is presented to my bank before I receive my funds.