Worst service

We opened a stock vell account in January at African Bank Mall of Tembisa first of all none of the consultants wear name tags so I don't know who I spoke to. Upon account opening we submitted all documents. Now when we want our money the account is not showing on the app the gave us we went there they called they call center and they sent an email with our enquiry. They called us to day we must bring our proof of address again when I got there they ask for IDs again. How does one go to a branch and not get help a whole branch this is by far the worst service I have ever experienced in a bank. It's easy to open an account but hard to get your money.