Home Loan Advance Application

we started applying for and Advance on the 23/06/2015, I was told that my house has cracks as such they wont approve my loan, this was given without proof, we didn't buy an existing house, we build form the scratch, STD decided to send out Assessor and positive report was forwarded to Home loans. ever since I have been receiving emails from the systems requesting documents one by one and when I phone I am told that my emails were nowhere to be found, first of all emails are forwarded to system , no contact name, when you get respond it is systematically generated. I was promised that my request will be resolved within 10 days, I am still waiting for a message to say it has been approved of not but instead I am sill getting emails requesting documents. why cant the person/ system dealing with my request give me list of all needed documents unlike to request information in pieces, this is time consuming and frustrating. the 10 days that was promised is not going to work, actually they were referring to 10 months as waiting period for my request to be attended to. we are now on the 17th day waiting for my request to be attended to. CAN STD TAKE OWNERSHIP OF THEIR CLIENS' REQUESTS.