Pnb Housing Finance - Reluctant approach in loan disbursal and communication

Applied for home improvement loan vide HOU/CHE/****/****** on **th Dec ****. I got an email on ** December **** stating that loan has been approved without any attachment stating how much sanctioned what are the terms and conditions subjected to approval.
We submitted all necessary documents to Mr Narayan from PNB for processing further. Processing fee Rs. **** got deducted on **th December ****. Till Feb **, ****, PNB has not sent people for technical verification.
We had this verification after constant followup with centralised customer care people. We contacted the undersigned person Mr Appan Raj, relationship manager on his mobile ********** but he never lifted the phone. We also tried branch Phone No.: *** ******** but no one from Chennai office responded, except Andrew Jacob and Narayanan stating loan is under process and technical people are busy.
After verification also the bank has not updated me the status of a loan application. On **th February i.e after ** days, I contacted customer care who updated me status stating that loan is rejected.
My question is
*. What is the turn around time for technical verification?
*. Who will inform the status of loan application to the customer?
*. Whether the customer has to enquire every time on his status?
*. When every time customer has to follow up why they deducting processing fee?
*. Once loan got rejected bank will refund around **% of this processing fee, but till date, I have not received as such amount from the bank.
Then a few more questions on this loan:
My question is what is the difference between a home loan and home improvement loan? In home loan already we have received **% of the market value in October ****, that is so obvious. In December as per the advice of PNB Andrew and Narayanan, we applied for Home improvement loan and spend on interior works.
For this interiors, technical valuer of PNB has quoted *.* lakhs, this will be a value-added thing to the market value which is assessed in October. How this value-added amount of *.* lakhs will add to the old market value assessed.
When you disbursed **% of market value in the home loan itself, why you have a product like home improvement?
Now my question after knowing the facts why Andrew and Narayan insisted us to apply for improvement loan on **st December **** and made us keep on dragging for technical verification till February **th ****.
Whether PNB Housing finance Ltd Grievance redressal is in email Id are working or not, as I have sent so many emails but got only automated messages. The customer care which responded also I made phone calls to that.