Will never recommend SAHL again; poor performance nowadays!

Disappointing .... for years I have been very enthusiastic about SAHL and their service. To the point where I recommended a good friend to change his home loan to SAHL. He submitted all the necessary paperwork and then ..... it went quiet. very quiet. He did not receive any feedback on a reminder from his side, but recently he was informed by consultant, who he was dealing with, that the procedure had been delayed due to the consultant being in a bad car accident. SAHL now requests all the information to be submitted again .... and obviously my friend is barely interested to change providers after receiving such poor service. Although I feel sorry for the consultant who was in a car accident; a professional institution like SAHL should have put another consultant on the case, rather than just letting the files collect dust and telling their potential customer to re-submit when the consultant returned to office. Even the query that my friend sent after the request to resubmit has not been answered, we have no idea what is happening with the application from August .... Very disappointed in the service of SAHL and I will not recommend them again. Definitely not the same SAHL as I dealt with in the past. How things changed and not for the better.