3 weeks later and still waiting on feedback

My father and I have a joint bond and visited the branch together with our ID's to have the monthly installments changed as we have paid off majority of the bond. We were told we could not do it at that time as 'the systems were down' but Mpho would call on Monday to sort it out, and my dad didnt need to be invoved, I followed up and she said didn't know what to do. Followed up later that week- still nothing. Again, still nothing and she then asked me to come into the branch and all I had to do was sign a form and it would be sorted- no mention of my dad. After waiting 20 minutes for her, she told me that I had to wait in the queue to speak to some one else completely dismissing me. I then spoke to Malibongwe who took over half an hour to work out how to change the bond installments. Printed out the form for me to sign and then told me my dad also had to sign- this was not mentioned! I then managed to email the signed forms to both of them and have heard nothing since and nothing has been processed. Called Mpho this morning she said she would get back to me today. Nothing. Called again, now she needs till tomorrow. Needs to be escalated and sorted tomorrow- completely disgusted!