Poor customer service

I am banking with Standard Bank for a few years normally when you go to bank you wait 2hours to see a consultant. Then I went to the bank straight from night duty to apply for a car loan that was pre approved online I took all the supporting documents with. I waited my turn got into bank before nine left bank at 12 waited for any approval.or message that it was declined after 3days I enquired online only to be told that they are waiting for my documents to be resubmitted which means I waisted 3hours going into bank and would not have known anything if I did not enquired I wmailed the documents another 3 days still nothing from bank.