unbelievable service

So i app**** for a limit increase online on the 8th ,nothing happened no call or further instructions. Then i called and was told it does not reflect and that we should do it telephonically I did that.then i was told it was an in branch offer so i should take my documentation in..being in urgent need of funds i rushed to the branch after work . There was no feedback today so I called Only to be told that my documentation was never received . And be transferred to three different people. As i type this o have been on the phone for 15 minutes with no help . I have been a client of african bank for years and i cannot believe this treatment. After 18 minutes the lady who helped me yesterday has advised me to go back to the branch because they misunderstood...HOW DO YOU MISUNDERSTAND YOUR JOB