30 Day outstanding application

My wife and I app**** for a re-advance on 26 September 2015 telephonically. Standard home loans requested us to send all supporting docs to there specific dept. who deals with these applications. Every time upon calling onto them for feedback they keep on replying that they have not received our documents, even though we sent them all together. They never, not even once came back to me and my wife to state that they have not received all of the documents, we have to call every-time to check if they got the documents. It lead to the complaint being logged with there complaints dept. where they stated the complaint will be dealt with and it will take up to 5 working days. Wednesday the 21st October, we got feedback from Annekie Modibe stating that she apologizes for the inconvenience, but attached was a copy of our home loan statement which we did not request. Since today Monday 26th October I have not received any feedback as yet with regards to our complaint or the progress of our application. I deeply disappointed how this matter has been dealt with and the feedback that we are not getting.