Poor service from Nedbank Online Home loan application

Nedbank gave approval for 95% on an online bond application. When a poor service complaint was raised resulted in the longest home loan transaction ever. Different requests for information and explanations on information already provided and it just does not make sense. However, we continuously provide the requested information only to find out that more questions come from that if he is at work and not on sick leave.

We then had to ask for an extension with the sellers and that 14 days expires on Monday. I hope I am wrong but anyone looking at the different emails send to and fro is of the opinion that I am being punished for reporting the poor service in the first place.