BOND READVANCE DENIED DUE TO FALSE INFORMATION

My husband and I have a home loan bond with absa since June 2020. We have registered our bond over and above the amount we have bought for, for if we want to access the extra money for renovations etc. We have app**** for our readvance and was denied due to being on debt counselling. I was on debt counselling but has been off it for 2 years. I have send the relavant documentation to prove this and also pressed the point og how we could have been denied if we where able to get a bond and be on debt counselling. The service we received was terrible and clearly they do not know what they are doing