No customer Service AT ALL

After waiting 16min in the call queue waiting for the phone to be answered the phone dies with no one to speak to when you chat with agents on the online chat they useless as the info provided is copy and paste templates. You get different information from them. there is no empathy to apology nothing, I am the customer I do not live by the saying the customer is always right because we not always right, however, that little bit of customer service would be appreciated. I am told by one agent my loan is approved then the other I get told they awaiting the outcome of the loan like how can agents work for the same company use the same systems have different information.