Bad Attitude when I want to settle my account

So I phoned in on behalf of my husband to find out what the Settlement amount is for my husbands personal loan . I was told that my husband needs to phone in himself, because he is the account holder. (which I understand) After explaining to the guy that my husband is working late hours and isn't able to make the call, I asked the guy Please just phone my husband and just ask him all the necessary questions and then give him the amount, I was told that if this was really important to him, he will make a plan to phone. Now see, I really think this is poor service as I am the client, even though I want to settle my account. This will just force us not to go back again to Nedbank.