Pathetic customer service from Nedbank Home Loans

We app**** for a home loan from Nedbank on Friday 22 January 2021. It is now 09 February and there is still no firm offer from Nedbank. Our application was approved in principle on the morning of Thursday 28 January and we were then informed that the property would be evaluated and that this could take UP TO 3 working days. On Monday, 01 February, we followed up with Nedbank on the progress of the application as we had already received firm offers from both Standard Bank and FNB (both applications completed after Nedbank's application). We were then informed that the process could take 3 - 5 working days. On Thursday, 04 February, the online loan application tracker showed that the property valuation process had been delayed. We emailed Nedbank for feedback on why this had been delayed and we were told that the evaluations team was still busy with the process. Nedbank could not tell us WHY there was a delay. On Monday, 08 February, we asked Nedbank when we could expect to receive an offer as the offers from the other banks were expiring and we needed to make a decision. We were just informed that the valuation team was still busy and that the process could not be sped up. AGAIN NO REASON AS TO WHY. We offered our assistance in getting the required information and asked for a timeline as to when we could expect the team to finish with this process. Other Nedbank employees were also contacted to help with the evaluation process, but again no helpful feedback was received. On Tuesday, 09 February, we were informed that Nedbank was withdrawing their offer due to amendments made by the developer to the contract that stipulated the inclusion of real rights in their scheme and that we as the purchasers would not own the home at the end of the finance term. Now firstly, we were never informed of any amendments made to the OTP contract and never signed an amended OTP. Secondly, our lawyer once again went through the contract and informed us that this is not the case. Thirdly, when we asked Nedbank to please send us this amended clause they are referring to or tell us where they are getting this information from we ONCE AGAIN got no real answer. We were just told Nedbank cannot finance a real right property and again we ask where is this in the contract or where did they get this information from.

The lack of helpful feedback and the time it has taken Nedbank to perform this evaluation process or not perform this process has been absolutely pathetic. The OTP contract is something that should have been read within the first couple of days of the home loan application - so how after 12 working days do we only find out about this "amended clause". Was this not supposed to have been checked before an offer in principle was made?

We will not be recommending Nedbank home loans to anyone, in actual fact we would not recommend Nedbank as a bank to anyone either. My fiancé, who has a professional banking account and has been banking with Nedbank for most of her life, will also be changing banks after this experience. What is the point of having this account if in the end it means nothing in terms of customer service from Nedbank.