Applying for an extension on my current home loan

My fianc? and is busy renovating the house. My name is on the bond and the house is on my name. So we wanted to apply for an extra R150k on the existing bond. After 3.5 months of struggling I finally got an answer that we can't apply together because his name is not on the title deed. So I told them to re-apply in my name only, which was declined. I called them to enquire, I was told that I can't afford it. So after 2 phone calls I found out that they used only my income but the combined expenses. So I told them its wrong and everybody agreed and I was told that they will re-submit with only my expenses. I also contacted their complaints department. They promised me a call within 24 hrs. After a week I called again. More promises. And then I called again after a week and was only then told that they did not have my expenses. So why not tell me this 3 weeks prior. I now have a STD Bank personal banker assisting me. She filled in everything - new application. 3 Weeks later STD Bank wants all the docs she filed AGAIN. Why? Even the PB is having no joy with them. The complaints department doesn't work. I actually want to complain about their attitude and lack of support