The worst customer experience ever!!

The service is pathetic, consultants give you half-baked answers. Information provided by consultants at the branch is misleading. I went there on Friday at their Soweto branch to submit my documents no one explained that I had to submit them for a withdrawal and FICA, 3 days later I'm being told my payment will reflect in 24-48 working hours. How do you not engage your customers on what's missing and what's not clear? When I first won in April I uploaded my FICA documents no one told me that they weren't clear enough for them to process instead y'all just kept quiet. Your organisation really lacks in customer satisfaction/service