Lack of service by Standard bank

I app**** for a home loan on 14 January 2016. Within a day I got a reference number from the bank. From then onwards I got numerous SMS messages asking to fax some documentation. I do not have access to a fax machine that is why I app**** on line. There are no tel no on the SMS messages so that I can phone and explain. Later I got an e-mail message from somebody else to ask for the same documents. I have send it 3 time already with no response. On the 28 January 2016 I got an e-mail message with a new reference number and that it will take 10 to 14 working days to be finalised. I got a telephone number from the Standard bank website and were holding for 30 minutes with only the ghost voice to listen to - no response. I only app**** at Standard Bank because I do all my banking with them. What a disappointment.