Poor service

This complaint is on behalf of my mother. My mother has been to one of your branches in the Durban area. She has a request regarding payment of a personal loan that was taken at the Kokstad branch. However the Dbn based branch cannot help her/advise her until they have spoken with the branch manager from Kokstad. My mother has been to the bank on Monday (14 March 2016) and Tuesday (15 March 2016) and according to the consultant they are still waiting for the Kokstad branch manager to respond to their email. Their hands are tied until then. <br> <br> It's sad that we have to resort to social media to get people to do their jobs. Waiting 48 hours is really unacceptable. She will have to visit the branch again at her own expense to follow up on her query. Do you think this is fair? The contact details provided on this complaint belong to the mother. <br> <br>