Pillar to Post

During the course of last week, both my husband and I have tried to find out if/ when we can apply for re-advance on our home loan. We were approved for a bond amount of R***.00, however, only R950000.00 was paid out (value of house). We were then told that we can apply for the additional R50000.00 after 1 year. It has been 1 year and each time we contact the call centre we are sent from pillar to post. We were 1st instructed to call the sales division, from there we were advised this is the wrong department and should actually go through to homeloans, and from there we were sent right back to the sales department. Does anyone there know what they are doing? Or are your agents trained in call avoidance rather than customer service? I would like someone (knowledgeable) to call me back with the answers to ALL of the following questions: Are we able to apply for the additional R50000.00 yet. If no, when are we able to apply? If yes, we would like to proceed and have a consultant take us through that application process. I hope that this time around I can be left with an experience that doesn't leave me frustrated.