More than disappointing service from SA Homeloans!

I helped my husband apply to move our home loan from a bank to SA Homeloans. After all the application and supporting documents were sent, we had to keep on following up on the progress. The consultant that helped him was not very helpful. He eventually received feedback after a few follow-ups that he himself made saying this looks good. The feedback he received via e-mail from the consultant that helped through the process was that his income is more than his expenses! Please tell me how this is a bad thing? Then we followed up again, assuming that the consultant meant to say that his debt is more than his income, but she just never responded! We wanted clarity and my husband phoned them and was promised another consultant will get back to him. More than a month later, he is still waiting. Does SA home loans not want to help new customers? And the fact that they are associated with Capitec is even worse because we only received great service from Capitec. SA home loans service is pathetic, and the consultant that helped us should not be helping anybody if they want business.