Bank Of The Philippine Islands [BPI] review: Customer service

I have applied for a personal loan with BPI, Pasig branch. The customer service executive asked me the documents such as my ID, COE, utility Bill and then filled a form on 26th January 2020.I asked the Bank employee, the targeted period for the release of loan. He said, 2 weeks is the time for personal Loan. I got a message from BPI after a week to sent COE and utility bill. I sent the documents the same time. One week passed no call, so I visited BPI. The executive said, you need to send the documents to us again for follow up. I sent it the same time to the given email ID.A message came the 3rd week for my COE. I approached the bank, the executive and the manager informed me not to sent the COE as already my application is in processing and I will get a call from BPI Personal Loan department. I waited for the call and I approached BPI, Pasig in the 4th week, They said, application is not moving as you have to provide COE with additional information. Every person has importance in their life. They approach the bank for immediate requirement of finance. They should have told me the correct documents at the starting. They seems like do not care the customers efforts and show lack of respect. I have sent email but no response centre from personal loan department nor bank branch. You need to approach them and then they will clarify you. Is it short of staffing in BPI or it is the work style and work flow? Terrible experience with a bank with hundreds of branch.
Experience and courteous staff is an asset. I am not blaming a particular person or staff but as a whole unit need to think about such customer issues.