Bad customer service

Good day, my husband app**** for a personal loan, received an approved document, stating he should email his documents to DIGITALFULFILLMENTCENTRE,the email address provided on this document. Today, he spoke to someone from the personal loan department, after holding the call for more then half-hour, just to hear they cannot help him, because they do not have any communication whatsoever with this digitalfulfillmentcentre, they are also just waiting patiently until they are helped. He must just email the documents again, and hope for the best. I mean, how can the bank tell this to a client? The email send an electronic message this whole time, giving reference numbers and nothing further