Bad service

The standard bank service is really shocking , I was told that the turnaround time for my application would be 7- 10 working days , I received an automated response confirming receipt of my documents and that the bank will contact me within 24hours should anything be outstanding ,after following up twice within the 10 day period I was told that the application is with the creditors department , I called again on the 10th day only to be told that there outstanding documents which I need to submit. I app**** at a different and received feedback almost immediately and I am still waiting for a response from standard bank - My own bank - absolutely shocking.