Lies Lies and more Lies

We have app**** for a house bond through Std Bank and have Received this but we also app**** for an Extra Bond to repair the Property which we are currently still fighting for since July 2015. We have been into the Bank Numerous times and each time it seems we get told a completely different story..we have in total heard 12 different stories from the Bank and not one of them match the other. On the 19-09-2015 @ 8:35 a call was made from the Std Bank Alberton Branch to the Bond H/O and we were informed by by the consultant that we are only unable to apply for the extra money due to the amount being currently higher than our Loan amount and that if we are able to bring the amount down to less or the same as the loan amount we could then apply for the extra funds. On Saturday the 03-10-15 we went back into the bank to request if we could pay in an amount to bring the loan less than what it is, we were then informed that this would not help and that we would need to wait 12 months before we could even try applying which i really cant understand as we have been pre approved on our bond papers for this amount. Then i was told i would be contacted and im still waiting. I WANT ANSWERS!!!!!