Poor service delivery

I realized that my physical address was not updated when I called the FNB call center to requested a settlement letter for a loan. My physical address should have been updated some time in March 2015 when I collected a new bank card at FNB Wonderpark Shopping center. I was requested to bring my ID copy and a proof of my new residential address. A new card was provided to me but the address not updated. I spoke to Anneria Van Niekerk (FNB Wonderpark Branch manager) and submitted my ID copy and proof of my new address to her by email on Friday the 29th May 2015. Anneria allocated the query to Lesego who promised to update the address and give me a call when she knocks off at 5pm to notify me of where we could meet for me to sign some forms. I was willing to accommodate her as I was not willing to go to the branch again. Lesego only called me at about 8:30pm(from the number ***) asking where I am so that I can sign the forms. I was in bed already at that time. When I asked if she had just knocked off, she said she also has her own personal affairs.