Stay on the line for a long time if you do not fit...

Stay on the line for a long time if you do not fit within the narrow desired customer frameworks. Requested all kinds of extra documents for taking out a mortgage, but once delivered new concerns. New requests for all kinds of papers.

They have a customer pattern (standard, simple, straightforward) and should not be deviated from. That keeps it simple (and manageable) for them. They just want to make money as simply as possible, the customer means nothing to them.