Extremely frustrated client

It has taken me from the 1st to now before I decided to type out this review and I've contemplated it for quite a while. I've banked with absa for as long as I can remember yet I'm so disappointed at this stage. I was on a short term payment arrangement for my home loan and was told at your branch as well as through the call centre that I could request a long term payment arrangement on my home loan. Now all of a sudden after submitting documents being sent from pillar to post communicating with your agents almost every day I'm being told the long term arrangement isn't possible? Why was I given this offer in the first place? Why? I want a clear answer as to how if I have enough time to extend it to even your maximum term because there was a deposit when I purchased the home. No one requests for an extension or an arrangement out of no reason or just for the sake of requesting it.

Call me! *** or ***

At this stage I'm at my wits end