Inept, uninformed staff

I recent purchased a house. I was advised by Absa's attorney that an access facility was granted on this account. 3 months after this, my home loan account does not appear on my Absa online profile- forcing me to waste time going into a branch (since I can't do it online or on the phone). At the branch I am told I must first deposit money, then apply for the facility (which has already been granted and signed for?!). After interrogating the Absa employee, who can't explain why I must do any of this, I am allowed to \apply"without needing to come back"