Shocking Service from Home Loan Department

I am absolutely appalled at Standard Banks Home Loan Service! We have a bond with Std Bank. We registered a higher bond than what we paid. We did renovations to our home due to a latent defect that Std Bank insurance refused to pay. This latent defect would have damaged the house incredibly. We phone to access the funds just to be told that every day the amount deprecates. Thus applying for the amount a second time the same day that our bond gets debited. After many phone calls they have to send a valuator to our home for a second time around. It is now 13 days and Std Bank does not even have the decency to notify us. Shocking service!!!!