No Response on Home Loan Application

I app**** for a home loan over 4 weeks ago. I was assigned a consulant but it seems he's not helping because when I email him documents I find out a week later that they've not been sent through to the respective departments and I end up having to fax. I'm not even sure if he's even still assisting me because he doesn't answer my emails. And also whenever I call the customer centre I get told it'll only take 3 more days to finalise the aapplication. 2 weeks later I'm still being told the same thing. Can I please just be told what is really happening with my application and also get assigned a new consultant. Thanks.