Poor and Inefficient (digital) Services

I app**** for a revolving loan on 2 January and was able to do so via my mobile app. I was sent the concluded agreement immediately and the debit order was loaded onto my profile and is active, yet almost 3 months later the funds are not in my account and a debit order has been processed against my account. I forewent a loan at another bank with a lesser interest rate because I needed the money on an urgent basis and thought it would be more convenient to apply through my own bank, especially considering the fact that Standard Bank conveys that such can be done in real time. I have since 2 January contacted the bank on 9 separate occasions (6 phone calls and 3 unanswered emails) and even visited the branch hoping for swift assistance. Despite the service agent at the branch and two call centre agents emailing and contacting their loan department for assistance on my request, I have not received any fruitful assistance. I even requested a cancellation of the loan and was told to go back to the branch. Since the funds did not appear and the debit order did not go off until today, I did not want to waste my time at another branch. It is ridiculous I have to go into the branch but staff at the branch can't help me because they need to in turn contact their loans department who are working from home. I don't know if Standard Bank itself can see the wood from the trees in its own organisation when it comes to online transactions. Its business is so disjointed and unintegrated to provide the very service that it offers. Perhaps if your business is unable to provide the service refrain from offering it. Both my partner and I will be moving our accounts to a more efficient bank. But unfortunately for now I am making another trip to a Standard Bank Branch.