Bad Service- Staff giving different answers!!!!!!

I am so disappointed in the service I've received at Absa Home Loans Depart.I have been a client of Absa for 10years now, but for the past 2years their service has worsened. During Sept 2014 we app**** for an additional loan on our bond, it was declined due to holds on our bond. We were told that it will take 18months for the holds to be lifted. Last week I phoned to asked when it can be removed as the 18months has pasted. I spoke to numerous people, but the last person I spoke to Ms Beryl Idensohn, said she need me to give them a date and time when I spoke to this person as she is not aware of this 18month period. I cannot recall who I spoke to in Sept 2014, but she told me she can see on the system that there is 2 records in Sept2014. I cannot understand why she cant just see on the system the time and date, cause they do not give reference numbers for the calls. I am really unhappy and will probably have to transfer my bond to another bank who will appreciate us more.