Worse service ever

I'm very disappointed with standard bank I app**** for a loan using their banking app and I sent all requirements after it was pre-approved and I waited for a consultant to call and finalize application.I was not contacted until the application lapsed after 7 days.I called the bank and was told that my details have been forwarded to online banking for contact but I was not called. I reapp**** again on the 30 January and I resubmitted the documents and contacted customer care on 03 January and was told that my matter has been escalated again to online. This is my 2nd complaint on hellopeter.com about the same service.