It happened to me recently at the same bank as well. After intervention by the [FB], the case was reviewed again by the department manager. That finally worked out, but the conditions were not acceptable to us, so we chose another bank. Commitment within four working days and without a catch. :oops:
(With the Dutch, it was allegedly reviewed by non-real estate caseworkers due to high workload, and apparently according to discretion and incomprehensible criteria.)