terrible service

Nedbank kuils Rover called to say we qualify for an addional R42 000 on Homeloan. We went into their Zevenwacht Mall branch and was kindly assisted by Eliose who gave us good servive. Docs were sent by eloise to homeloans. Got an sms twice from to say they have received the documents. However we have not heard from them. And weemailed Eloise who called back to say we were declined. We have a flat of over R400 000 which we paid cash. There are tenants living therem we got a granny flat at our hourse in ***lee for which we receive rent cash. So why are we being declined. Noting that I paid the bond up. And then took monetyto finish the granny flat. Maybe we should go to another bank where the service is better.