No feedback received on a home loan application

We have a home loan with Nedbank and we did an application to remove one party as it was a joined bond. We submitted all the required documents at your Westgate upper level on the 5/04/14. We were being assisted by a consultant by the name of Zandile. The consultant hasn't gotten back to us till today if the application was successful or not. The last time we heard from her was sometime late last year were she wanted the details of the attorneys we want to handle our application. She only attend to our application when we call her, she wants us to give her a push for her to do her job. When we contacted her she told us that our credit score was low and she was waiting for it to go up,She didn't even bother herself to call us and let us know of the delay. We had to call again and she then told us that it was up and she will process the application. I think it's time for us to take our home loan to a different bank, were they will value us as their clients. It can't take a year for a home loan application to be processed. The service that your consultant give us I don't have words for it, I'm so disappointed. what is it that needs to be done for us to get feedback on our application?