Standard Bank Digital Banking

Good day I am not sure why Standard bank has chosen to close down there branches to go digital as their digital platform is the worse service. I app**** for a credit facility on 26 September 2019 and sent my documents the very same day. I was contacted by Innocent on 26 September 2019 to conclude the application. Every time I call the call centre no one can transfer me to him and the call centre agent says that Innocent is the only person that can assist and will get him to call back but up until today no one can confirm why there has been no outcome as yet and why they haven't received my documents. The matter has been escalated on 3 occasions already and yet no one contacts me back. I find the service appalling to say the least. I have logged a complaint on the 27 September 2019 *** and still no feedback. I spoke to several people at the call centre on *** and everyone says the same thing they will refer it to a manager and the manager will call me shortly because no one can do or see anything as it was done online. Don't see the point of pushing your digital platform but when someone needs feedback no one is enabled to assist?