Bad Customer Service / Incorrect Advice and Info

I made an appointment to change signatories for a homeowners association. Firstly I was given different info every time I phoned in to confirm something: what persons have to be present, what branch, etc. Then the appointment was made for an incorrect department (Small business/enterprises) and branch (and the private banker was aware of it but nobody contacted us!!). We could have gone to our nearest ABSA branch, customer service and dealt with the matter. Once at the branch on the allocated date and time we were then sent to customer service to be then busy for 2,5 hours! until our queries/changes were resolved. It was so complicated and time consuming (first on paper, signing time and time again, then transferring all data to pc/system, then the system froze, etc). The lady tried her best but the system is obviously complicated and maybe not user friendly? Later we still realized that the new signatories were not registered for SMS notification. But the signatory removed still received SMS's after we were there. The employees seemed absolutely stressed and overworked. Generally, my recent dealings with ABSA in my private capacity (another branch) were of a much poorer standard/level than before. All seems to be automated and impersonal in many ways. As the customer one needs to know everything in order to make sure one gets all the info one needs and can ask all the questions - and make sure everything is activated, etc. Isn't it the advisor's/employee's job to advise the customer and give comprehensive service and offer and suggest? And when I phoned the branch directly a day later to enquire about something regarding the matter, nobody answered the phone. When I tried via the call centre, that lady couldn’t get hold of anyone either. But she then also wanted to refer me to the Small business/enterprises department AGAIN. She also insisted that this type of query needs to be handled by that department.. I couldn’t believe it, I was speechless. What incompetence!! And it inconveniences the customer severely of one ends up in the wrong place (branch), with the wrong documents, etc. The same day another customer went off to speak to the manager as he was also unsatisfied with the service ... An elderly lady in a wheelchair was waiting together with a younger person for an hour and longer to be served, ... what can one say!! And when I went back to finalize dealings on 30 September I again waited for about 20 - 30 minutes - only one counter for customer services was open: it was a Saturday and it was month end!