Dissatisfied with the service received

Good day

I've very dissatisfied with the service I received from one of your branches which is located in Germiston President Street and was was assisted by Mpho Mokhele. On the 18th May 2023 I visited the branch to get assistance on reducing my access facility repayment amount by making a payment of R100 000 and also required a letter which will state my outstanding balance and new repayment amount. I took the access facility of R174 500 in 2021 and been paying monthly with no default or delay and currently had a balance of R135 000 and a monthly repayment of R5585. 00, so I explained to the consultant on what I want to do which he seemed clueless or have no knowledge of the product(access facility) which is being offered by the bank and kept on asking assistance from his colleagues which also didn't seem to have no knowledge of as well he then proceed to make calls to the BSC which he was receiving assistance and instructions on how to go about making that payment to my access facility account. I was instructed by him to open my bank account application and go to access facility and transfer the amount from my savings account to the access facility account which I did as he instructed, then there was options available before transferring the money which was following 1. Repayment 2. Ad-hoc shorten repayment amount 3. Ad-hoc lower repayment period 4. Settle account he said I must choose option 2 which read Ad-hoc shorten repayment amount and I proceed and gave a new repayment amount which will be R1360. 64 after the payment and said he instructed I must select confirm to finish the process of transferring the amount. The process was done and the money was transferred but showed my current instalment is R5585 (which was my instalment before the transferring of the R100 000) and new instalment of R1360 and I asked him why does it still shows that amount as I've already made the payment but he couldn't answer and also couldn't assist me with the letter I was looking for which states my current outstanding balance of R35000 and new instalment of R1360 which I urgently needed as I to submit it elsewhere. He made numerous calls to the client care, collections then back to client care and eventually transferred to service recovery which they said the letter can be drafted and sent to my email address within 24 hours after I have spent 3 hours trying to get assistance but no one had knowledge of what to do. After that 3 hours I spent at the branch the branch manager came by the name of Refilwe which also couldn't assist and I was still dissatisfied as to why I will still have to pay R5585 but my new repayment should be R1360 I left the branch with questions and no letter that I have required and I thought let me visit a different branch maybe I could get help and visited Germiston The Reef and was assisted by Busi which I explained to her I want a letter that shows my outstanding balance and my new instalment and also asked why will I still have to pay R5585 in the current month because I've already reduced my instalment the lady was helpful my making calls to the branch I was at before and the BSC which she was told I will receive the letter on my email address within the next 24hours. She also gave me more explanation of how the access facility works and stated that the consultant chose the wrong option when making the transfer as the option he chosen will only change my repayment amount from next month (June) not the current month and told her I can't not accept that as I have already paid R100 000 and can't paying R5585 again on my salary date. She said I must send an sms to 30679 and try to get assistance from them which I did on the following day (19th May) but also couldn't get assistance as I sent from pillar to post. I am very dissatisfied because I have been the client to the bank for 11 years and till now I have not received assistance. I urgently need the letter.