READVANCE DECLINED - DOES NOT PAY TO BE LOYAL

We app**** for a readvance of R100 000 due to the access bond facility been discontinued which we had previously and decided to close it as we wanted to pay our bond off. We are now in a cash situation where we had electrical surge in the entire house and various other issues. When we app**** ,they said we can have another bond for R1300 000.00 but we cant receive the readvance due to affordability (how does that work) and 2 unpaids which was std banks fault due to internet delays but payment for the std vehicle finance was pd the next day and i asked if it would affect our rating and consultant said no. i have checked our records on transunion and we are clean and excellent payers.. We have worked out our finances and the reason we want to go this route is for longer pay period and a better affordability stand point. now we are forced to go to other finance places which charge ridiculous interest rates and will put us in worse situation. we have been with std bank for the last 20 years and have never faulted on payment and this is the treatment we receive. Perhaps it will be best to move all our items to another bank as loyalty does not pay when you as the client needs std bank.