Inconsistent and Lack of Customer Service

I've app**** for a Bond Relief on the 11/05. I received a response on the 12/05 from Olga Evaristo requesting documentation.15/05 docs were sent to CreditCustomerAssistApplications & PersonalLendingInformationManagement & no response received. I contacted home loans this morning & spoke to Mwaaz. He confirmed that you were waiting on my docs. When I advised him that I've already sent it through his response was that it could take up to 10 working days - which we've passed. He put me on hold for a long time to speak to a senior who suggested that I email the Credit Customer Assist again. I explained that I found that confusing as he confirmed that it takes 10 working days for feedback & if I email them again would I have to wait another 10 working days for a response? I 've made contact with you prior to this in March month where I was I was shocked with how a consultant responded to me. We have our home loan with you for many years & this is my very first application for this facility. We've never had defaults & have been loyal customers to you for all these years. I find this division to be very inconsistent & extremely disorganised. Could someone please be of assistance to me.