Not willing to help at all

I'm very disappointed in ABSA, app**** for a re-advance(NB up to ALREADY registered amount) on my home loan to consolidate my credit card. I was declined due to the fact that they cannot use my rental income as the previous tenant skipped a few months and I do not have a full 6 or 12 months rental record although I have a few years' payment history of previous tenants and have an signed acknowledgement of debt and the current tenant paying without any problems. So I failed on affordablility but I have to pass affordability before I can be granted a loan to increase make my financial position by consolidating my credit card. Absa only send me an email stating it was declined due to affordability, I had to phone, Pamela does not seem to be interested at all to help or listen although I can easily afford the monthly payment as I pay 4 times more at the moment for my credit card minimum payment.