Standard Bank Home Loans not assisting properly

My parents asked me to assist them with an application to Standard Bank for a readvance on their home loan. I did the application for them and send the relevant documentation to a lady called Katlego Shabele (who never responds to emails). After sending this person numerous emails following up regarding the status of the application and after making numerous calls to Standard Bank my mother only found out a week later that they need my father's 6 months proof of income and a motivation as to why they would need the loan to be approved as it was referred to arbitration. My parents then sent all the outstanding docs as well as the motivation as requested after speaking to Zunaid Taylor (who also doesn't respond to emails). My mother then phoned again yesterday and was advised after 2 and a half weeks that the application was declined due to affordability. I can understand that the application was declined due to affordability but why not offer a reduced amount which they would be able to afford. Why only decline? The bond was paid years ahead in 2018 - why can't these fund be made available for them? I think this is very bad service from Standard Bank by just declining without offering an alternative option to a well deserved client.