Very poor service from Nedbank Keywest

I have been a customer of Nedbank for more then 15 years. I was informed by a employee of nedbank in head office that my home loan is approved but with the condition that i have to sell my other property that i stay in and is with a other bank. The property at nedbank was an investment for the last 16years for me and my late wife, with tenants in with a lease agreement and have been staying there for the full 16years. I have been force to reapply for an endor*****t on my name by nedbank. The consultant Tamara at Keywest did not discuss this term with me. The process have been delayed due to the current situation, witch i do understand. But why would i need to sell my home to get my other property on my name. I tried to call her to discuss this with no success at all. The calls get dropped and i am left in the dark. What must i do. What is my legal right.