Disgusted at the service

I app**** for a loan through the company in November and was issued the loan with no fuss. I app**** for a top up yesterday and got an offer but had to jump through a million hoops only to be told my documents which are exactly the same documents I used in November was insufficient and I have no way of getting a new ID so therefore need to forfeit the loan. I had changed my first name at Home Affairs and despite submitting every piece of evidence as I did in November your processing hub refused to accept this and despite the concerted efforts of the excellent staff at Mitchell's Plain branch it all fell on deaf ears. Why 2 months later do you suddenly expect a new ID which will take 10 days to make. I am totally disgusted. And to think in November I changed my bank t your bank. I am seriously regretting that decision right now.