Ooba home loan pre approval ordeal

I am reading all your positive reviews with despair, and my thoughts are “is my experience just an isolated one”, am I just unlucky? I have bought a few properties through Ooba home-loan pre-approval process, the service received was outstanding and very professional, and I too have posted a few positive reviews about Ooba home-loans on this platform as an extremely happy customer. Not this time around though, I submitted an online pre-approval application on the 20th of December 2024, where I received an automated acknowledgement of receipt notice, and that the consultant had received my signed application. There was no correspondence from Ooba, up until the 6th January, when I sent a query email. There was still no response received, and on the 7th I emailed another follow up query where someone by the name of James Mullins responded and referred me to a consultant Nicole Petersen. On the same day, a consultant, Nurjehan Williams eventually contacted me via email, with my surname misspelled, and requested further documents and clarity on certain issues which I upon request I supp****, thereafter Nurjehan Williams disappeared on me. I sent numerous emails where they were not responding. It was only on the 13th where I received a response stating that they were awaiting a response from the assessor as the assessor was seeking clarity on certain aspects, whereby I further supp**** the required information on the same day. Thereafter it all went silent again and when I followed-up, I was told that the assessor was still going through the supp**** information and an update will be provided soonest. As per the trend to which I am already accustomed, the consultant disappeared again and re-appeared on the 20th January with a spreadsheet for me to complete, which I completed and supp**** the following day. Again, as usual, the consultant disappeared and came back on the 27th of January requesting another document which I supp**** the following day. There has never been any response thereafter, my emails are ignored. I am stunned by the service received here, and I have indicated on numerous occasions my dissatisfaction with how this pre-approval has been handled, and to not waste my time. Throughout this ordeal, there has never been a single line of apology coming forth, let alone the reasons for the irresolute outcome as it seems. Note the timeframe. 20th December 2024 to 03 January 2025.