Pathetic service (Kenilworth - Staff member Chanelle)

After 2 years of using my card, suddenly stops working. No notification given from African Bank after calling their help centre I am advised it is due to FICA documents i need to take to the nearest Branch.

I provided these documents on 2 occasions to the Kenilworth Branch, Service Rep Chanelle. After almost 3 weeks and me having to follow up with her. Today after me having to follow up with her again, I am told that there is nothing she can do?

Please inform me what steps I have missed and how you allow such a poor standard of service. I was instructed to go to my nearest branch after I had to call and find out why my card stopped working (you failed). I have to follow up myself, no ownership from staff (you failed). I am advised by staff that there is nothing they can do and I have to call head office myself? (YOU HAVE FAILED)

Was her manager advised of the issues she was facing? was he not able to assist. The attitude in the office is that the systems regularly do not work.