Home Loan bad service for long standing client

on the 11th of march i phoned in, spent 30min on the phone for a re-advance application, the loan to value is < 70% and my income does justify the loan, so limited to no risk. i waited and had to follow up with another 24min call today which is ridiculous and bad service from how long it took, then i was informed it was declined, no communication to me at all, the consultant wanted to find out more but they where busy and said she can't phone me back??? had to do an escalation to ensure i get some feedback which could take another 5 working days. i have been with STB for many years and can't believe this sucky service.