Disappointment and bad service

@ABSA SouthAfrca @ABSAGruop Hi, I have raised an issue with call centre, please see the issue described in the image attached, I was directed to call Lolita(Head of Home loan department)***. Reported my issue but they never come back to me. Help me

Issue: ABSA home loan consultant is asking me to pay 10% deposit amount of my loan amount to R719900 to the owner or group of properties in order to get the quote from ABSA for 90% loan amount.

There is no such rule that the client should pay R72000 to see the quote letter form ABSA.

ABSA has given me a quote for 100% with an interest rate of 11.10% which I am not happy. so I have asked ABSA consultant to try and get me the better quote for 90% loan. Lady consultant says that I need to pay 10% of the loan amount to the owner/Attorney to resubmit my application for the 90% loan.

Please let me know is this the way ABSA should treat the customers?