gold account taking forever

3 weeks back i opened gold account online , then i went to the main street branch to check how far is the process, the guy couldn't assist me he told me that i should call , call center, which i did then i was told that my accounts needs to be merged therefore they need my proof of resident and bank statement to be forwarded to ********** that was done on 30 may. i was told it will only take 3 days, so today i just called for a follow up since i didn't get any communication, to my surprise i was assisted by a lady called jammily dikka who told me that they cant assist me i have to go back to the branch... the same branch that couldn't assist me. is this how absa treat clients?