Lack of product knowledge

I honestly give up on this bank, I wanted to decrease my home loan term and increase my instalment. I contacted the call centre to find out if this was possible, I was told that it is possible I should go with my bank statements and payslip, I than contacted the branch I was going to to find out if what I wanted to do is possible. I arrive at the branch when I get there the lady was not aware of the process is to do such a request. she than called the home loan department to enquire. Does Absa train their staff on product changes? come on i cannot waste my time and find out if something is possible and every absa staff says yes and when I need to get it done it's NOT possible.