Writing Discovery Bank has handled my refinance application and complaint escalation extremely poorly

Writing Discovery Bank has handled my refinance application and complaint escalation extremely poorly. I received contradictory reasons for the decline, including incorrect information alleging my BMW balloon payment was in arrears. Updated affordability information and supporting transactional evidence also appeared to be disregarded. After requesting escalation to the complaints department, I was told someone would contact me, yet no one has followed up to date. As a client who moved multiple financial products to Discovery Bank, this experience has been deeply disappointing and has left me questioning whether client loyalty is truly valued.