Frustrated STD bank client

My husband and I app**** for a Home Loan at Standard Bank which was approved with shocking and unreasonable conditions. On the 09 April 2018, a bank consultant (Ms Nonkululeko Ndwalane) forwarded the outcome of the application to us via email, wherein it was indicated that we needed to have a shortfall which exceeded the amount that was approved. On the 10 April 2018, My husband sent an email to Ms Ndwalane and requested her to provide me with the Valuator's report in order to have an idea of what informed him to come to a decision that the house was currently at 45%. I also sent her an email on 10 April 2018 requesting clarity and understanding of the bank terminology used in their response. my husband again sent her an email on 12 April 2018, wherein he complained about the poor service we have been receiving from the bank. Ms Ndalwane has never responded to any of the above-mentioned emails. She was also called on numerous occasions without success as her phone rang unattended and she did not even bother to return our calls. Then on the 11 April 2018, I managed to speak to one of the consultants who struggled to interpret what was contained in the bank response sent to us. On the same day, the said consultant sent an email to me which stated that the shortfall amount was less than half of the one contained in the initial response. From that moment it became evident that the bank consultants are also confused because it impossible to have such a huge discrepancy on the same application.

To date no one from the bank has ever communicated to us to clarify our confusion and frustration emanating from the responses sent to us pertaining to the application. The service received from the bank or lack thereof is appalling to say the least especially taking into account that the Standard Bank is one of the so-called "Big-Four-Banks".