Worst customer service ever

I made a personal loan application on line and a consultant called me we filled the application and I was approved.that was on July 01 ...they said i should send document which I did and days later they called to say I should submit those docs at the branch again I did regardless of covid 19..they called again to say they are struggling to confirm employment I need to submit my contract of employment which I also did..to date i have never heard from them...why did standard bank make me go through all the hustles to just not finalise my application...I have written two complaints no one came back to me. They just went quiet. I called the branch am not getting help even the loan department cant help me..what else do i have to do..this is really bad customer service.