Very disappointing service

Good afternoon

Personally I'm not a review kinda person but I have never ever been disappointed to this point app**** for a personal loan at SanLam, the loan was approved and I accepted the mandate a day later a consultant calls me and says documents are missing , only to find out that a new application is been done boom another enquiry done on my credit profile. Mind that I haven't received any feedback , I've been calling several times enquiring on the feedback I'm been told that I will be called with feedback it's been a month now . Very disappointed . My wife has a policy with SanLam it shows that we going to have an issue when we claim.