Moving backwards

I am really disappointed in the way Standard bank is conducting my home loan application. I completed my application on the 8th of October gave them consent to retrieve my statements from my bank. Today on the 20th of October I was advised that they still require documents. I also spoke to an agent Faiz on the 15th who advised me that everything is in order and I should have an answer by the 16th of October 2015 at 14:30pm. I I had really high hopes and was even going to move my bank account to STD Bank... but now I don't know anymore!!!