No feedback after two weeks

I app**** for a personal loan via their website twice and after a week I did so again. I did not get one call. I sent an email and got the normal automated response that someone will contact me. After 3 more days no contact so I logged a complaint on their website, someone then rep**** and said they sent my details to the correct department (who should have it already) and still no reply from anyone except asking my ID number which I supp**** minutes after getting their reply. This is what you get for banking more than 10 years with these people????