Pathetic Customer Service

i app**** for a personal loan on the 04th October 2024 on my Banking App ,which i filled all the required information.At the end of the application which is pre-approved i received a message saying "Our records show an unresolved issue on this application.Please visit a branch for assistance.This is the same problem i received in August 2024 when i app****.I took the letter to the Branch to be scanned and send to ***** department to be updated on my profile,which was done and after going from pillar to post . After this experience i thought things would be easier next time i did an application on my banking App but i am having the problem. i would appreciate if my bank would rectify this .i have emailed them yesterday (standardbank) 06 October 2024 at about 13h00 pm.It is 24 hours now and i have not received any response from the bank. I would appreciate the bank's assistance.