Incompetence or what???

I app**** on 17/2/2015 for a Re-advance on my home-loan Via email to Tebogo Matlomabe who is in charge only to be told 3 weeks into the process after quering it on numerous accassions that we need more forms filled in as the existent loan was under a certain amount... could they not see that initially?? The new forms were then emailed again to Tebogo in on 9/3/2015... & I phoned this morning 23/3/2015 .... waited for 15 minutes to be told the Tebogo only starts at 10.... & then I asked to speak to a supervisor & I then waited for 10 minutes & funnnny enough Tebogo comes on the line.... They say that the Person in charge was not in????? ARE THEY SPEAKING THE TRUTH OR LYING & THIS IS NOW 6 WEEKS LATER??? Tell me if they cannot give me a re-advance on my 15 year old home-loan, So that I can go elsewhere - I COULD HAVE HAD A NEW BOND APPROVED & REGISTERED IN THIS TIME...