endor*****t 45

My story is about a joint mortgage.Last year around October/ November I app**** to take over this account alone. The other party has been paid off and I have been paying for this mortgage alone since December 2014. Last month I went over to the branch to check on the progress of this transfer and I was told that my case had been withdrawn but I was not told why. Today I went over again and the consultant called the head office and was told that they had not received any application on the account. How come? There is evidence of me submitting all the required documentation. If Nedbank deems me as an unsuitable candidate why not come outright and say so? I have received no report back or correspondence from them. I just want a roof over my head. is that too much to ask for?