Bad service with no answers

We have app**** for a further loan from FNB on 08.10.2019. On the 11th I had to follow up on our application with another mail. It was only on the 15th that FNB acknowledged receipt of documentation. We were approved for the amount that we app**** for - pending valuation of our home. Valuation were done on 17th. On the 18th we received a mail that we will be notified of the final outcome. On the 28th - no feedback yet! I had to phone home loan department... Oh, the quotation was issued on the 18th already. So why wasn't it send to me???? Home loan department forward the quotation to me - what a shoc****! We were approved for R250 000 less than we app**** for. The reason?? No one knows. I phoned the consultant Mark Mdliki. Sent him a mail with 2 phone calls - no answer and no response. This is unacceptable - can someone just PLEASE reply with the reason why we were not approved on our application!!!!