home loan department service very bad

We app**** to get the amount we paid off our homeloan. Absa phoned us if we would love to do that. We submitted the application. No one acknowledge receipt even after numerous calls to absa home loans. Even after speaking to team lead we get no response. According to consultant absa even declined application due to affordability even before consultant acknowledge receipt and confirm that everything is in order with application. Why does absa have to charge initiation cost and send out valuator is also bad because we not applying for new bond. Pay initiation fee for this **** service is unacceptableWe are so tired of absa incompetence. Fnb is willing to take over the bond and cover attorneys cost themself.