Terrible service - ABSA Homeloans

I app**** for refinancing of an existing ABSA home loan and sent the required application form and supporting documents via email to the PropertyHub email address. I now received an email from ABSA saying they require additional information - "Require all relevant documents". So, nothing specified of what exactly they require. I then phoned the ABSA support number on their letter ***). A lady answered, took me through security questions and then gave me another number I must phone - ***. I have now been on hold for more than 25 minutes, waiting for the "first available agent". A consultant has not phoned me to inform me what additional info they require. The letter from ABSA say they will cancel my application in 3 days if I do not contact them or provide them with the "additional info". This is very frustrating and not good service. Do they really not want the business? Shocking service.