Pathetic service standard bank

Standard Bank has absolutely terrible services. My mother had app**** for revolving credit for an emergency and was provisionally approved, contract was signed, all via the app. It's been 4 days since then and there has been no feedback about what we are waiting for. All documents were submitted. Everytime she called the call centre she was told it's being escalated and nothing was done. She's called 6 times already. She has been a client of standard bank for 20 years. This is absolutely pathetic. Can someone from standard bank tell me exactly what it is that she's waiting for?