Bad service

I wish Standard Bank could give me feedback on my loan application. I received an email stating that it had been approved, that I needed to send my payslip and bank statement to a certain email address (which I did), then it's been radio silence ever since. Tried to call them earlier today but got transferred from one person to another, held onto the call until my airtime was finished. Never got the feedback. I feel like an anonymous, obscure, unimportant person whose file has been lost or shelved.