Unproffesional Service!

My husband was approved for a loan on 31 October 2018 and signed the agreement. The money was in his wallet and he trasnferred it to his Nedbank Account and it is still not available.Everytime he phones he either sits in a que for over an hour or the agents he speaks to can't give him an answer as to what the problem is or by when the funds will be available.This is really unprofessional and breech of contract. the interests of the loan has already been accumulating since the start date. however we still dont have the funds. Can someone please just provide adequate feedback on the matter?