How long does it take for an application to be approved?

I app**** to refinance my balloon payment on 4 August 2017. Uploaded all the documents requested. On 8 August I phoned to find out what is going on. Was told there is a document missing but it was never requested. Uploaded the document on 10 August. Phoned on 11 August to find out what is happening. Was told she will get back to me the same day or latest Monday 14 August. Today is 17 August and nothing. Nada. Is this really what you call customer services? Weeks for applications to be approved when deadlines for payment are looming!