Feedback after application

I have app**** for an increase of my personal loan. Being a customer of Sanlam for many years, and always being carried on a plate, this service is disgusting and unacceptable!! I phoned, got the loan approved, and being told that the contracts etc will be sent to me within a few minutes. A few hours later I phoned back, being told that one of the consultants are busy with my application and a message will be sent to call me back once the docs are sent. It is now 20H00 and still nothing, Pathetic service - then again - changing to the way all SA companies operate - F#@#%%k the customer!!!!