Home Loan department gives shoddy service

I app**** to change one of my 4 bonds with standard bank to an access bond. I had to jump thru many hoops: eventually the application was submitted thru the branch ..... I had to physically go into a branch to do this !! Now a week later , it is still not available. also, the security questions they ask , are annoying !! Why would it be important in my life, when I bought a property 20 or 22 or 30 years ago ??????? It is because of the employees being paid huge salaries but without common sense , who may or may not ever buy a property who set these questions !!!!!