standard bank apparently not to blaime

I RECENTLY RECEIVED A HOME LOAN FROM STANDARD BANK, I FORWARDED ALL THE REQUIRED DOCUMENTS WITH BUILDINGS INSURANCE FROM OOBA. 4TH MAY MY HOME WAS REGISTERED.ON 14TH MAY I RECEIVED A MESSAGE FROM STD BANK THANKING ME FOR INSURING WITH THEM. I PHONED STD BANK ADMIN POLICY TO CANCEL, I WAS ADVISED TO EMAIL MY DOCUMENTS TO THEM, WHICH I DID. I PHONED TODAY 19 MAY, TO ASK WHETHER THEY HAVE RECEIVED ANYTHING YET, I STARTED THE CALL AT 10:08AM AND WAS ADVISED TO CALL BACK AFTER AN HOUR BECAUSE THERES NO ONE AVAILABLE TO OPEN EMAILS... I THEN PHONED HOME LOAN DEPT , I SPOKE TO SHANAAZ, SHE ADVISED ME TO HOLD THE LINE WHILE SHE CHECKED MY DOCUMENTS.... STD BANK DOES HAVE MY DOCUMENTS IN FACT. AND AFTER SHE CHECKED EVERYTHING AND EVEN SPEAKING TO HER MANAGER , MY PROBLEM WOULD BE ESCALATED AND STD BANK WOULD PROBABLY GET BACK TO MY ON OR BEFORE 2ND JUNE 2015.... BY THEN THE FIRST INSTALMENT WOULD HAVE BEEN TAKEN... HER REPLY \ WE DO APOLOGISE FOR THIS"IS THIS NOT THEIR MISTAKE? WHY SHOULD I HAVE TO PAY? THE CALL ENDED AT 10:45 AM...... THIS IS CRAZY!!!!!!"""