Dissapointing service

I did a loan application last week saturday. It was finalised and i accepted the mandate but i have not received payment. I have been calling to follow up, 1 agent told me that she cannot access my profile because an agent by the name of Nonyameko is on it and she will ask her to call me back i have not received a call. I called this morning 3 times its either the line goes dead after an agent told me they will transfer me to a relevant department or agent would say they are investigating and the line goes silent.

I really dont understand why this is happening and its my first time experiencing something this from sanlam loans its such a dissapointment