Absa
Bad client service- looking to change banks

I was unemployed from the begin of May 2013.I went to the bank for assistance regarding my home loan. I wanted them to reduce payment/non payment for a few months. I was never in arrears before and came beforehand to avoid bad credit in the 1st place. They declined my appl due to our income being less than or expenses (obviously cause my income was not included anymore). I could not understand their reasoning, Iwas a loyal customer and never had any issues with the bank.1 month in arrears and they sent their risk management to my house. After 4 terrible months of going back and forth to the bank, I got employment. I went to the bank again to assist with the arrears amount to place on my capital balance. The 1st time we sent through thedocsand it was declined without notifying us, I went in to the bank and when they contacted the restructuring depart it was declined the same day when we applied. According to them we could still not afford it, but Iwas not told to resubmit our I&E.We resub it and then they phoned to say the docs was incomplete. How did they decline it the 1st time-without looking at the dos than? Nowwe resubmitted the docs and we still waiting on response, prob looking 4 sometin