Very poor service

I app**** for a personal loan online and was contacted on Friday the 8th of November 2019. i spoke to a guy by the name of Bongani and we completed the application. i sent my documents through to the email he provided and cc'd him in. I received a response from confirming receipt of the documents and got a call from on Monday or Tuesday to wrap everything up. I am still waiting on the funds to be transferred. i went into the branch this morning only to be told they will scan and email the documents again however, they cannot do anything on their end because it was done online. I'm super ****ed off.