Unresolved issue

Took a loan from standard bank on their app. It was approved and there were no documents sent to confirm the approval. I made a first payment by transferring money and a debit order went off. FYI it was my first loan ever. I had no knowledge whatsoever of how the payments of the loan were gonna work, then a debit order went off. I went to the nearest branch to enquirer about it. They couldn’t help me, got called the call center for 2hrs being transferred to one person to the other, still with no help. The call center said the branch can assist me and the consultant and manager said they’ll be able to help me at the call center by referring to the right department. Left the bank unhappy because my issue wasn’t resolved. The bank manager advised me to log a complaint. I did and I was told I’d get response by 10 July 2019. 2 days later and I still haven’t heard back from them. Money doesn’t grow from trees.