John Hancock Financial Services review: 401k loan

I did a hardship withdarawl a month ago and had to file a complaint with the Better Business Bureau to ge tmy money. When you call them, no one can tell you exactly what is going on with your account. I was told tha the company, Nova< that sent them the paperwork had to verify the amount was correct before they could release funds but this is who sne them the papers with the amount on it. why would they need to verify what was already sent. When I sked htis I was then told a section was not signed by Nova and per the copy I had it had been signed. Now I am trying to do a loan renewal and am having issues again. I have an email from 2 days ago saying my loan was approved and everything sent to John Hancock and my paperwork should be available to view in 24 hours. That was ove r48 hours ago and it is not and no one at John Hancock can even see any paperwork about this loan. They keep tryng to talk to me about the hardship withdrawl form a month ago that I have already been paid for. And they do not want to let you speak with a supervisor when you ask multiple times.