Urgent loan finalisation delayed because their Digital Fulfillment Center does not realise I sent my documents hours after I had done so, twice. Also, unprofessional agent.

I've been a Standard Bank customer since 2008. I needed a loan on short notice so opted for going with the overdraft increase from SBSA, under the reasonable assumption that things would be processed quicker than a term loan from a 3rd party. I was provisionally approved, and I immediately provided the requested proof of payslip. The automated email reply acknowledges receipt, and the provisional approval email states ill receive the funds within 24 hours. However, upon contacting the call center 4 hours after sending my docs, the agent informed me that the status of the overdraft limit increase shows as awaiting proof of payslip. By this point i had already sent it a 2nd time to the escalations mailbox. The consultant says he will also escalate it and i should expect a response time of up to 48 hours. This despite a message being at the bottom of the digital fulfillment center email stating "We would like to assure you that your email will receive our urgent attention"

Honestly, it is unacceptable that it requires escalation through multiple channels for your platform (or staff if there's human intervention) to even register receipt of the documentation (the consultant said the system shows that its still outstanding), 4 hours after your automated email claims that it's been received. To make matters worse, your consultant got defensive and raised his voice in response to being asked about this ridiculous turnaround time and the digital fulfillment centers failure to reflect receipt of my documentation hours after I had sent it. Standard Bank consistently let's down its customers, whether it's on the DFC side, unprofessional support agents or the app constantly glitching and crashing.