Home Loan Decision not explained

I recently app**** for a switch of my bond to Nedbank. The reason for this is to release equity in the property so as to settle and consolidate expensive short term debt. Through doing this i will save around R35,000 per month. Nedbank after not even engaging me to find out my circumstances or to at least allow me to offer more information or alternatively even for them to explain why they have declined the application. It seems very apparent to me that banks such as Nedbank would rather you keep paying them astronomical interest rates on short term debt rather than consolidate and hold a cheaper facility. I am really not happy with the service received nor am i happy with the decision. There is no physical person that you can speak to as it is all done online. Extremely frustrated, if the bank wants business then they should at least engage their client.