ABSA incompetence and inconvenience

Absa has been disappointing lately, the level of service I have been receiving from this bank has been nothing but poor. On 25 January I went to Absa Adderly to apply for a restructuring. I spoke to a consultant over the phone in the branch. I gave the consultant the reason why I want the restructuring starting from February. After answering all questions that were asked and her doing all she was doing on her side, she told me the restructuring has been approved. However, to my surprise on 15 February I noticed that the restructuring was not effected. I called ABSA on 15 February to enquire, then I was told by a consultant whose name is Charlotte, that the restructuring was not approved because there was no reason given. I was shocked by this because how can I apply for restructuring and not give a reason. On top of that this disapproval was not communicated to me prior to my call. As mentioned, I answered all questions that were asked to me including the reason why I want the restructuring. When I requested this Charlotte consultant to speak to a manager about this because there was clearly incompitency on ABSA's side, Charlotte told me the manager will call me on the same day but the manager never called me. I still want the manager to listen to my conversation with the consultant I spoke to over the phone at ABSA Adderly on 25 January when I was applying for the restructuring. I sent an email to ABSA about this inconvenience and incompetency, they don't reply to the contents of my email instead they are telling me to call the same customer service that could not put me through to the manager. I am so disappointed by ABSA's service, I am even thinking of changing this bank from being my transactional bank.