Absolutely poor service and no feedback

Wanting to withdraw money out of my home loan to consolidate debt, I was informed everything was in order and that Nedbank would contact me to process. Then on the 17th of March 2015 i received a letter stating that the withdrawal was declined without any explanation. I sent 4 emails requesting a reason since then and have had absolutely no feedback. <br> <br> This is completely unacceptable.<br> <br>