Pension back loan.

I have app**** for a pension back loan on the 5/09/2022 all the documents were sent .their turnaround time to review and process the application is 7 days.after 7 working day I called back for progress only to be told there are document I did not tick cleared they can see simcewell there we scanned I rectified that and sent the documents back.for the past 2 weeks I have been calling for progress and on the 13 September i called and I was told a consultant has been assigned to my case to make an appointment with me to sign the final agreement for money to be released till to date no one has backed me.I find this unacceptable as this is money from my pension that I'm borrowing but now the whole process is being dragged.im very disappointed with standard bank .and I would like to be assisted andy money be released.the call centre person I have been liaising with is Francisca and Stephany.Can this matter pls be escalated .my contact :***.