Poor customer service and no standardized process on account origination

I app**** for further bond on the 23 December 2019 (My bond reference application number is 631946) and Standard Bank declined my application with reason that I can't afford the installment. I went back to the bank for dispute the decline reason because I did my calculation and I can approve it. The Consultant (Gorden Bila) send the arbitration application and that was first week of January 2020. The Credit person (Nazreen Ebrahim ) asked for business financial because I work as an IT consultant (Contract) in the telecommunication company. I asked my accountant to do financials and I also got letter of confirmation from my contracting house. I was not happy with that because I asked them if I contract at the big company like SBSA or other company nobody asked for Standard Bank financial but they used my bank statement to see if I can afford the payment. I didn't get the clear answer on that. The other issue is my application is been pending since then and I'm tired of doing the follow up because nobody willing to assist me. The third issue is that my colleague app**** for the new bond and she is a contract like me but the bank approved her new bond while I have existing bond and the bank is not helping me. I need someone who can help me with the application because the people that I been liaising with them are not helping. I'm frustrated now. I been with Standard Bank more than 10 years now and my credit score is good.