Unprofessional Conduct By Credit Assist Call Centre Agent - Tshepo Ntoagae

I have been a client of Standard Bank for over 30 years and apply for a facility on our bond account preempting that we are in financial difficulty. Tshepo Ntoagae from Credit Assist very promptly called two days later to say our application was declined stating various reasons, he also said we buy lotto online and this is not allowed - *** - who are you to scrutinise my account and come with your personal comments. He went on to say this was a rule from the bank, I challenged him to send me this in writing, he did send me an email but there was no mention of any of this of email. I sent a second email this morning also copying his reporting line Hilda Radebe in all emails - no response.