"Below ordinary!!

I've been an investec client for 18 years. There service has in general been exceptional. Approval process, loans etc exceptionall. However as of late the service has been far from exceptional, i asked for a review of credit in January, a month later still notning has been finalised. Yet the first item they send me is to authorize a payment of thousands for a valuation. I did the same exercise with my other bank within 2 working days it was implemented. No hundreds of documents, checking documents, nothing. It was simple and efficient, thats what expect from Investec but it seem the service has become sub par.