Why is this online loan application taking forever

On the 15th of February I app**** for a loan online , received a call from one of standard bank reps K.Tladi who then requested I send her a few documents I did as requested and sent them to her on the 25/02 . She confirmed that she received them , a week went by and there was no feedback so on 7/02/2019 I went to the Benmore branch where they tried to call K.Tladi but the number was not going through so they sent her an email instead and told the expect a call the following day . I returned to the Benmore branch the following day 8/02/2019 to let them know I had not received a call and ask if I could withdraw the application, the gentleman who assisted me said since it was done online he would have to email K.Tladi to cancel the application and assured me I’d receive a call in regards to the cancellation.I emailed K.Tladi letting her know of my intentions to withdraw and that I had tried to do so by the Benmore branch , she then informed me that my documents were with the admin team. Later on in the day I received an email from another standard bank representative requesting my documents which I found dodge.It’s almost a month and I haven’t received any solid feedback regarding a loan application that is only meant to take 3 to 5 days. Please fix this or help me withdraw the application