Why is contacting BoI regarding mortgages so difficult?

Hi,

I have had numerous issues attempting to contact Bank of Ireland about my mortgage application over several months.

When completing my mortgage application the person I was dealing with was very difficult to contact, and on numerous occasions did not reply to e-mails or return phonecalls. I ended up (eventually) getting a letter of offer. This branch was near my work at the time but I have since moved work location so this branch is no longer convenient. 

Two weeks ago I called into a branch near my home to discuss moving the branch that is dealing with my application because the old location is no longer manageable for me (due to the problems in communication and the location as mentioned above). I also wanted to discuss the steps I need to take over the next few months as the sale is expected to close in the summer. I was told the mortgage advisors weren't available and someone took my number and said that they would call me back later that day....I never heard back.

This morning I rang the mortgage helpline to discuss the issues mentioned and was told that I have to ring the branch as the helpline doesn't deal with existing applications. I rang the branch I had been dealing with and was on hold for 10 minutes. Eventually someone answered who said that they were there to deal with the backlog, would take my name and get someone to contact me once someone was available.....I never heard back.

So at twelve o'clock today I called into a branch near my new work location. I was told after a ten minute wait that the mortgage advisor wasn't available, they took my name and number and said that once they came back they would contact me......I never heard back.

Obviously this is very frustrating and if this is representative of the difficulties I will run into during the lifetime of the mortgage (which it seems to be from the majority of dealings I have had so far) I will take my business elsewhere. 

What I would like is to switch my mortgage contact to an advisor in the branch close to my new work location. Preferably this advisor would answer e-mails and return phonecalls. If this is not possible can you please let me know so I can start talking to another bank. Thanks