Is this really how you guys treat customers?

My experience with applying for finance at FNB has been absolutely awful. Firstly, FNB sends me two emails suggesting that I move my EXISTING BOND over to them and that I should apply via the app. No problem. Except the app is cumbersome to use and because I have an Iphone its not exactly easy to upload documents. Nevertheless I send it anyway. Next thing I’m dealing with Sangeeta and Dishana. I first get asked to submit info for a new property instead of transferring a bond. Next thing I get sent tons of documents which I need to fill, MAKING THE APP A FURTHER WASTE OF TIME. I submitted the documents and have now been declined due to insufficient disposable income. I sent a query to Sangeeta and Dishana and received no reply which is quite irritating because they were pushing me to send all the documents in the beginning, but now give me the silent treatment. Take note of the following;

1. YOU REQUESTED THAT I MOVE MY EXISTING BOND. WHY THEN DO YOU WASTE MY TIME WITH THIS APP AND HUNDREDS OF FORMS IF IM GOING TO BE DECLINED. COULD YOU NOT HAVE DONE A PRELIMINARY CHECK? 2. I WANT AN APOLOGY FOR ALL THE TIME AND EFFORT THAT I WENT THROUGH. I HAVE AN EXISTING BOND AND DO NOT REALLY NEED YOUR BOND. 3. If I was declined then not a problem, HOWEVER, I WANT CONFIRMATION THAT THE DECLINE WAS BASED ON MY MOVING MY EXISTING PROPERTY AND NOT DUE TO FNB MISTAKENLY THINKING THAT I WANT TO BUY A NEW PROPERTY. Anyway if it was due to my lack of disposable income, then how is it that I am currently able to afford my existing bond? You guys seriously need to catch a wake up. FNB has been ridiculous in the past but this is a new one.