What happened to that good service I received?

I app**** for a h/loan switch with STD bank on the 9/Jan 2015 because I knew them as a good bank, which provides good service (that was based on my previous experience with them - they never gave me problems and they were speedy in their response). This time around, several times, I had to call in to inquire about the status of my application - only to be told that the documents they had requested from us were outstanding, which on 2 occassions that was not true according to me since I had faxed and sent them via email because they claimed not to have received them. On Friday 23/01/2015, I received a call from STD bank and they told me that I must send some documents (same documents I had sent like a week or 2 weeks back - in a different state, which I understood, I then emailed them on the very same day).Today, I receive an sms that my application is closed due to required documents not received. Which documents are those?Who notified me? What kind of a service is this? What happened to that good service I received when I was applying for my other h/loan with the bank - that is the thing that brought me back to STD Bank's door. Does this mean that they no longer need my business?