Poor customer service-no real assistance & guidanc

Good day. I app**** for an extension on my homeloan. It was declined as a result of affordability. The decline mail is so unhelpful as to the degree of why the request was declined. In calling into the call centre, Thandeka advised that I was short of Rx rand per month and I could ask the correponding ABSA person to apply for a lessor amount. I chatted to Carmen and was advised that ABSA cannot indicate what I can qualify for and I needed to give another lower value and reapply. This too was declined with no clear guidance. Why can't ABSA assist me in indicating what I qualify for? I don't understand and this is frustrating. Also, the turnaround time is so SLOW. Its been over 2 weeks now. Can ABSA please assist me? My reference is ***.