ABSA GATEWAY CONSULTANT: THIS IS AN IMPOSSIBILITY TO HELP, I AM TOO BUSY

I am a Private Client at another bank, but I approached ABSA for a re-opening of my OLD paid up Home Loan. I was granted conditional approval within 24 hours, because I have an impeccable credit score, and a range of assets, and property portfolio that is all paid up. The FINAL step was to sign the acceptance letter at the Gateway Umhlanga Branch where I app****.

This was where it went pear shaped casting an absolutely shocking light on your service levels.

The home loan dept sent an email to me requesting that I go to the Gateway Branch where the consultant who did the INITIAL application, to sign the FINAL GRANT documents.

I emailed the consultant and received no response in two days. Her out of office was not on to indicate leave etc. I called the branch and was notified she was out of the office but offered to put me to ***XX I introduced myself and explained that the home loan documents were sent to YYYYY but she appears to be not responding. Could I perhaps get the Home Loans consultant to send the Documents to her and I could come through to sign. Her response VERBATIM:

"This is an IMPOSSIBILITY"

I was shocked and asked her to repeat. She once again said it was an "IMPOSSIBILITY".

I asked her to clarify and her response was she was too busy with other clients and inundated and therefore cannot assist me since she is working alone. PLEASE EXPLAIN ABSA GATEWAY MANAGEMENT.