No feedback

I have been a client for 12yrs. Wednesday i app**** telephonically for a loan for renovation, I was told that I would recieve a sms with a ref number & the turn around time, where a consultant would call me, would be 24/48hrs.i called back Thurs because I had not received the sms, they still didnt give me a ref &said that the app was in progress so they could not get detail but someone would phone me latest Friday.Friday came&once again it was on me to follow up,go figure the system was updating but they will esculate the matter & i would hear from someone on Mon. Mon came & still no call, I followed up again & was told that there is no pending app but it could be due to the system upgrade (not my problem as a client as I had already been pushed from pillar to post) but again I was assured that std bank would be in contact with me before end tues.Again...onus on me to follow up, I explained my frustration as well as me constantly have to call them as apposed to them getting back to me as promised. Prestige bankers response \if u are desperate for a loan go into a branch