Very poor customer service

I am writing this review because I am deeply disappointed with the service I’ve received from SA Home Loans. I have been a loyal customer for over 12 years, yet the level of customer service I’ve experienced recently has been unacceptable. Despite completing all the forms they provided and submitting the new policy document which fully meets their stated requirements SA Home Loans is refusing to cancel my house structural policy. The only reason given is that they require a physical signature instead of an electronic one. This is unreasonable and outdated, especially considering that electronic signatures are widely accepted and legally binding. As a long term customer, I expected better treatment and flexibility. Instead, I’ve encountered unnecessary obstacles and poor communication, which reflects very poorly on their commitment to customer satisfaction.