Being taken from pillar to post

As first time home owners, all I can say is wow!! The inexperience we having with SA homeloan its not so pleasant from asking for a redraw being told different stories by their consultants, which we ended up asking for a refund that also takes forever to be actioned, after waiting for 100 years when they get to work on your application then they ask you to go and dig gold and bring it to them, when you sent through all the proof you have inorder for them to action your refund. I don't know if it's a tactic to make you give up or what...