Access Bond removed - no re-instatement possible

I have had a bond with Standard Bank for the past 9 years. When the loan was taken out it was registered as an access bond. However, when I wanted to use the access bond facility, it wasn't available. I then called Standard Bank Home Loans who informed me that this facility has been taken away due to outstanding FICA documentation. This was a surprise to me since nobody from Standard Bank had communicated to me or requested this from me. I then had to arrange for my wife and I to go to a branch which we did on the 25th of September 2015 where we gave all our original documentation, signed all the necessary forms, etc. We were then told to wait for approval. After 10 days of no feedback, we got into contact with Home Loans again and they indicated they didn't receive a page of the documentation which was sent through to them by the branch. We then signed the same form again and resubmitted it to Home Loans and still nothing has happened. In fact we are now being asked to submit the same form again. The lack of professionalism and customer service from Standard Bank Home Loans is not acceptable at all. Can somebody just tell me why I need to be chasing my tail like this?