Home Loan Application - lack of professionalism & clarity

Earlier this year, I app**** to bond a paid off and fully owned by myself. When doing so, my first choice was FNB, being a customer and advocate (influenced people within my inner circle to join) for many years. When applying I followed the simple and easy to use FNB App, submitted my documents and awaited the approval.

It was only after numerous follow ups after clearing the affordability and credit check steps to find out where in the process the application was, that I received feedback in a very informal manner from a Mr Anthony (Toni) Malungani that it has been declined, when pressed for a reason for the declining, a clear reason could not be given only a "must be the documents or stuff".

After further requests and follow ups for a reason for the decline (in order to change this for future applications). A letter was given saying that this type or property does not form part of FNB home loans policies or scope. This did not make sense as it is a townhouse (of which I am certain there are many requiring bonds) and includes an exclusive use area. Again asking what part specifically is not part of FNB's policies an unclear answer was given.

Nevertheless, I app**** to numerous other banks, all of which had come back with an offer in less than a week and am now happily signed with Standard Bank. ( I am happy to send through the other offers as proof) This leads me to believe that there is an outlier in the trend within FNB, it's processes or potentially personnel. I was so upset at this, that I have opened up further bank accounts with FNB's competitors and am still contemplating moving all accounts over as soon as the investments mature.