Home loan subtsitute

i have joint bond with stranded bank home loan for more than 10 years with no late payment nor non payment whatsoever. i have asked to remove the other person/substitute on the 27th August 2021, the application was declined but was reinstated again. i have been trying to get the feedback on the application as i was long out of debt review - 14 April2021. but i have been taken to pillar to post with no concrete response, to date i have spent more than R200 on calls only trying to get to the bottom of the issue. worse there is no escalation dept, only call center agents dealing with calls. the complains department is also as hell as their front line dept. i just want to substitute a joint person on my home loan - all documents submitted. Stranded bank has frustrate the hell out of me i cant take it anymore.