Unacceptable delays and inadequate service

I am writing to formally raise a serious concern regarding the poor handling and lack of urgency in the processing of my bond application with SA Home Loans.

The application was submitted online and telephonically on 2 June 2025, and the letter of acceptance was received on 12 June 2025. On 30 June 2025, I had to personally follow up and request that the necessary documents be forwarded to the conveyancers. It was only on 10 July 2025 that I received an acknowledgment from Velile Tinto & Associates Inc.

Further to this, on 15 July 2025, I received the loan agreement quotation, which I reviewed, queried for clarity, and signed and returned as required. On 29 July 2025, I received an email to set up an appointment for signing the transfer documents, which was arranged for the following day, 30 July 2025.

Upon attending the appointment, I was informed that the cost instructions in the documents were incorrect. Despite clearly opting during my initial online application and through telephonic confirmation to have the bond registration and transfer costs capitalized from the bond proceeds, this was ignored. Now I am forced to re-initiate the process to rectify this error, which only adds to the already unacceptable delays.

The lack of attention to detail and poor communication throughout this process is unacceptable. This experience has given me the impression that the process is likely to continue dragging unnecessarily right up to the point of final registration.

I expect immediate corrective action to be taken. This includes issuing the correct instructions to the attorneys without further delay and providing a formal explanation as to how such a fundamental oversight occurred, despite early and clear instructions.