Pathetic service

I have been contemplating sending this for the pass few days and then I thought just maybe the service will change but today was the last straw. We asking for our paid up letters which was advised that we will get this once it's paid but now we told to call the call center this is unacceptable.

We app**** for readvance/consolidation with the bank and was helped by N.K. She then explained to us that the bank can help us with R233 000 to help boost our finances which would bring our bond to R9500 which we were comfortable in paying. She then advised us that because we will still be paying during the registration process, what we paid would be put back in the bond. We were advised only to pay the interest, however we paid our accounts in full during this period. In December we were called by lawyers in Brackenfell to sign, they told us that once accounts were paid, we would get refunded the surplus. This means we were given contradicting information. We then got settlements letters from our service providers which gave quite a substantial amount of discounts which came to R21400. Which I feel should have been paid back to us because the difference between putting this amount back and us paying is only R150. My husband is still on short time and has to claim from his leave to make up hours not worked due to covid restrictions. Then our actual lawyers made so much mistakes paying wrong accounts and paying more than they supposed to not taking in consideration the discount on one of the accounts. We ask N.k if we can get the surplus back and all she is saying that no it's not a lending it was consolidation. I then asked her why can't the surplus then pay my car cause it only had few installments but we only get told no and given attude replies. Since the bond has registered we have had endless problems with getting feedback from them. Then I call home loans to change my debit order date, just to find out that the surplus was paid in the bond already on the 10th, this is probably why we were getting a straight no out of N.K. Which she never even told us about. Seriously pathetic service.