No feedback on loan enquiry

I went into the branch on 2 September and was told they could not help with my application for a personal loan and I would have to call ********** 000, Monday to Friday. I called on 5 September and a consultant asked my info and advised I would get a call back from the loans dept. I was not given a reference number or even received any message, and or otherwise to confirm that my query was being looked at. As a loyal Standard Bank customer I expect better service! It's now 4 days later and I have had no response. Very disappointed in the way this is being handled, or should I say NOT being handled.