Not Sure Where They Fit In?

Needed a home loan and decided to choose SA Homeloans and a bond originator to compare rates. Because I was dealing with both parties simultaneously it was easy to compare and draw parallels between them.<br> <br> After the process, I have no idea what is the role of SA Home Loans. Poor service, got one phone call from them at the start, I had to phone every time after that. Barely gave me answers on mail and were rude and completely impersonal. I could live with that if the rates were good. The rates were worse than any rates from the bond originator and the pages I was asked to complete for the application were five times more with SA Home Loans.<br> <br> I accepted a loan rate from one of the banks today, and SA Home Loans haven't even given me a proper rate yet. What do they compete on?