Pathetic service

On 8 June 2015 myself and my Fiance app**** for a home loan for the first time. With us doing all that we are required to do, the staff did the application in the branch. I was told it takes 16 business hours to recieve documentation, and then 7 too 11 working days to process the request. I phone on 22/06/2015 only to hear that they cancelled my application, due to no documents being recieved. In the branch I get told that the fax never sent, and that the person in question never followed up on the application? My OTP expires in 7 days, then they reccomend just doing another application because they are sorry? My application will never go through in time and we will now lose our house, due to *********** staff and complete and utter disregard to client service? I then tell then to NOT do another application because of credit scores, then they go ahead and do another application anyway? Thanks guys. The manager (who I find out is just a prestige banker) then tells me to contact her at any time regarding this, but then doesn't answer her phone? Thanks for ruining this experience for us, I really appreciate it. I was told to wait now as they are busy with it, we'll see where we end up