Why have something on offer, if it deos not work effectively.

Dear Old Mutual.

I have an active Money account. There are various products available, such as the Borrow (loan) product on offer.

I have completed the loan application on my profile on numerous occasions. It does not conclude that the application was not successful, but that a consultant would be in communication with you. No one has contacted me, and I need clarity if I qualify for the debt consolidation loan or not. I would appreciate feedback in writing and not telephonically. Why have something on offer, if it does not work effectively.