RMB Insulting Home Loan Service

I have had a bond with RMB for almost 20 years Am renewing it now and the service has been **********.

Have been told that it has been approved in principle, but the two people I am dealing with (Personal Manager) have been so bad I asked to change my contact person. He said that if I change from him I will have to start again and redo all the paperwork. So I must keep him or start over. And his manager is on leave (although she reads my messages and does not reply) so she can't help.