Extremely pathetic and slow service!

We app**** for a readvance on our homeloan on 28 January 2015. 3 months later we have still not received the readvance amount though it was granted. I have called every second day to find the progress, with no correspondance from the bank regarding the application. My account was debited twice for this readvance but we had NOT even received the money. When I called to ask why, I was tiold that the documents received were not certified, mean while they were sent by a standardbank employee at the branch who did stamp them. It has been a frustrating 2 months dealing with standardbank. I am certain that i will be banking with another bank after this ordeal. It shouldnt take so long to get a readvance, and if it does(like with this bank) then some sort of communication should be established with the customer, notifying them on the progress of their application and all that is required from them. I shouldnt have to call only to find out that there is outstanding documnets or something needed from me. Extremely pathetic and not competitive banking.