Poor customer service -

Its been 2 months now since visiting a SB branch - seeking advised on financial assistance. Financial advisor so graciously helped us and told us what we needed to do. The process seemed easy enough however when uploading docs , that was not so user friendly - we then received coms that our application was unsuccessful due to missing docs. When explaining to them via mail it we could not load it , they still refused to help. Since then we have been emailing non stop for urgent help/guidance from that department who is refusing to assist us. The frustration is beyond me right now - we need to do the right thing but how can you when the customer service is so poor.