Appalling service

A credit report reflected that there was a loan balance in my name that was current and had been current since 2018, I went to the bank to have this sorted out. As usual, I had to speak to someone over the phone, don't ask me what the point of going to the branch is. Mind you I had to wait in the sun for about an hour before going in. Since I had been at the bank for over an hour I had to leave before anyone picked up the phone to attend to my query. Back at home, I call the number given at the branch and completely lost my cool when I was told that I had to go back to the branch for someone to confirm that I did not owe the bank the amount reflected on the credit report and write a letter to that effect. This service is appalling. The amount should not have even reflected on my credit report had some been doing what they are supposed to. To be told that I have to go back and queue for another hour to be assisted for something that is the bank's fault is just not acceptable.