Pathetic Service from Standard Bank Homeloans

I app**** for an Additional Bond online. After 3 Days and no response i visited the Branch. Sat for an Hour waiting to see somebody, only to be told that it had been declined. I had to phone the Credit bureau to find out why. Was give 3 different phone numbers to phone. This seemed to be a long process, so i phoned the Customer Help line. I explained to them that i wanted to Consolidate my Debt onto my bond. They rep**** that i didn't ask for that. I tried to explain that Online it does not give you that option. The lady then said she would make a note that it was a Consolidation loan. I have waited another 5 days with no reply?