Not willing to help

I called in to ask if I could get the copy of my policy documents sent to my email address, and she told me it will take more than 30 minutes to do so, it puzzled me because normally it takes less than 10 minutes. I also requested to switch the debit order from ABSA to CAPITEC bank from the end of February 2016 on wards, and she said I will be contacted tomorrow. I then called in again I spoke to Bonolo Masanabo who offered a brilliant service all the requests were done in just few minutes I guess Naledi was not in the mood to do her job.