Home Loan 3 months - no outcome

We have a home loan through Nedbank that has always been paid and has very little left to finish .We decided to apply for access to the bond .Apparently there are new rules in place and this doesnot happen any more ( no one let us know ?) we then app**** for a top up on the existing bond . This at the Meyersdal branch ,at June end . after much paper work requested and submitted we heard nothing . September came and we complained . This started the ball rolling again and we received a response that the application would be resubmitted and no more documentation called for .We received an e mail calling for us to resubmit new documents . This is October !!!!. We , between all the owners , Have 4 fully paid off properties and have never had any problems repaying any bonds . If this is how loyal customers are repaid I feel so sorry for new clients . DO NOT APPLY TO NEDBANK AS YOU WILL BE WAITING FOR A VERY LONG TIME FOR AN OUTCOME ie 5 months ???