Bad customer service

I have been a customer for FNB for time now ,and I've always regarded this bank as the best bank in SA ,until recently. My experience has left a bitter taste in my mouth. I app**** for a re-advance on my home loan ,I was informed by Ryan Bernice twice that it's approved and they are processing funds . I informed my contractors to continue with the work . After being told they processing funds ,they demanded a lease agreement on my primary property or else they will decline my application. Does that even make sense. I was informed two weeks ago that they will revert with the verdict to date I'm still waiting I'm highly disappointed and appalled by their treatment.