Bad customer service

I'm very unhappy with Standard Bank personal loans. I app**** for a personal loan through Standard bank and I was approved. Everything went smoothly until I requested my loan documents. I was assisted and informed I will receive my documents via email. Waited a week and called again, I was told the request will only be completed 14/11/2017. Came the date and still nothing. I called and complained about this but no one seemed to care. Surely this should not be something you have to ask for, but not at Standard bank. I still have not receive my documents. This is extremely poor for such a bank. None of the employees I spoke to cared about customer service. Very poor.