West bank has a bad attitude

I have been trying since the 9th of October to refinance my balloon payment and even went online to do it but have been given the run around by the bank. On the tenth of the month when I was at work one of the employees of west bank came to my house. I queried this and asked if this was the correct procedure through their ***** department and was told yes. My disappointment with west bank is that I want to refinance by nobody is interested in helping me. You cannot just walk into the branch but have to do it online.