Bad service: accounts not linked after 4 attempts

My wife and I have a home loan account with Absa which happens to be a flexible account. Last month my wife contacted Absa and inquired about how to access the excess funds from the flexi account, she was told that one of the options we can do it is for one of us to have a transactional account with them so that we can link the accounts and be able to do self service.

That weekend we went to Carnival mall branch we were first supposed to be helped by this lady who then asked his colleague Mxolisi to help us . We explained to him exactly what we wanted . He opened a transactional account in my name .

Bad service no.1 I was told to come back for a bank card and this was only because it was a Saturday and they wanted to leave as we were the last customers .

Week2. I went with my wife to fetch the bank card all seemed ok and I got home and downloaded their app so that I can start the transfer , only to find that the bond account was not linked to my transactional acc.

Week3. My wife and I went again the queue was so long we stood on the queue for an hour and had to leave as we had to be somewhere.

Week4.

Bad service no.2 and lies: We went again this time around Mxolisi tells us he did link the accounts however what's strange is that if he did, how is it that my wife was never asked to sign the consent form . He then says now he can't link the accounts as we need to bring proof of residence with our IDs mind you we had all of this at week 1 . For the past 4 weeks we have been driving for 15mins once a week in this pandemic to the bank and the one thing we wanted is still not done.