Terrible customer service - disapproved additional loan

I am disgusted in the lack of service from SA Homeloans. We app**** for an additional bond, to which you have to apply via 2 different forms of 2 separate amounts - 1 amount (smaller sum) was approved, but the second, not - no reason provided, because the gentleman stated that he just relays the message and can't give a reason.

Firstly, we already pay more into our bond every month, so that should really show we have nothing better to do with our money, but to give it to SA Homeloans for them to give us poor service in return. Secondly, their sales department calls us (during the time they were 'assessing' our documents for the loan) and wants to sell us a policy for R1 800 a month - this stupid policy to protect the loan as well as life etc.... Why is your sales department calling to sell us something that your credit department claims we cannot afford.

Please do explain this... We app**** for this loan for the pure reason to complete renovations on our house. You approve the first small sum, but not the rest?? Were we supposed to renovate a 3rd of it? Come on, you pride yourselves on service "getting a better experience"... You are falsely advertising yourselves as greater than you are.

Through the lengthy process and inconvenience of having to submit everything to you, this is a huge disappointment, especially when the feedback is "the credit department didn't approve" - perhaps if you stopped giving R100 000 in competitions and focussed on your clients, you may have happier clients at the end of the day, but clearly adoption is greater than retention.