Standard Bank Home Loans driving away existing customers

I have been a good Standard Bank customer for decades. I have a Standard Bank home loan, a Standard Bank Mastercard, a Standard Bank revolving credit facility, and Standard Bank vehicle finance, and my U-Count membership is currently accumulating points on level 5. Right now I am in the process of selling my home and the bank is aware of this. Since I now need to buy a new home, I've decided to stay with Standard Bank and reapply for pre-approval for my next bond. I went through the entire pre-approval process online on the Standard Bank web site, and was then summarily rejected, based on the fact that I "did not meet the minimum requirements." The rejection came with a link that I could click on to download a document explaining why my application was rejected. Sadly, whoever built this application system built it quite badly, because when I clicked on the link, an error was displayed and nothing downloaded. Could someone at Standard Bank please make a reasonable effort to explain to me how on earth it is possible for a bank to reject an existing customer, who is in good standing with the bank, and who is applying for a new home loan for an amount less than the one for the home I am currently selling ...?! Who was stupid enough to build and deploy such a catastrophically useless application system ..?! And please explain to me, also, why -- when I then followed my failed online application up with an actual call to the Call Centre to demand an explanation, the call ultimately died and the agent never bothered to call me back ..?! Yes or no -- DO YOU WANT MY BUSINESS OR NOT?! Because Discovery Bank definitely do ..!