Poor Service from Standard Bank after false advertising.

My wife app**** for a loan on 30 December 2019 with Standard Bank. We received an email informing us that she was successful. We submitted the last document required. After a week we phoned customer care they could not assist. A week later again the same story. It is now 3 weeks and nothing. Standard Bank advertise on media that payment is immediately if you are a Standard Bank client. She is a client for a few years. Can someone please help banks are quick to advertise but when you try to get that service nothing happen.