inconvenience and undue frustrated Client

I made a home loan application through Standard Bank which was given a tag of misconduct. I followed up with the prestige dept. who advised their internal arbitrator is declining my application based on an account which was paid up & closed over a year ago. I forwarded the paid up letter of my credit card to the prestige consultant who subsequently forwarded to the arbitrators and later received an appalling response from the arbitrator advising that insufficient motivation was submitted.

I do not understand what else was required as a form of motivation to give to the arbitrator, over and above that the account was paid up & was supposed to be closed as per my request. Only to find out that Standard bank is penalizing me for an account which has not been in use for over a year & is on a R0.0 balance, is rather upsetting and frustrating.

I am not a happy client , especially being a client of Standard Bank for over 20 years. I feel that I am not appreciated & valued as a client and this is very disappointing to say the least for the inconvenience and undue frustration, this has caused.