Bad customer service

I have a loan with Nedbank and have requested for a topup on Monday 11/02/19. I sent an email to the lady who was assisting me to take up the loan requesting that she assists with the top up. She forwarded me the details of the pre-approval amounts I then responded with an email stating how much I need and for how long. She responded that I should call her and I did that, she then gave me a break down that if I topup with that x amount and the repayment being this long x amount will be my new installment, my response was “ok i-right.” Today I sent her an email stating that she should advise when the funds will be deposited into my account as it has exceeded 48hrs. Her response was “ Hi, what funds? We didn't do any application u just asked me to check for u, nothing was signed.”

I requested that we proceed with the application and she said she’ll send me documents to complete and resend back with my other documents or I should come into the branch she’ll assist. I said she must email me the documents to complete and the time was 12:14, until now I haven’t received anything from her I even sent another email requesting for the documents but still no response. I would appreciate if this was taken as a matter of urgency as I am in need of it. I don’t appreciate the service I received from the consultant and the manner in which she responded to my email today, it sounded like I’m frustrating her. Thobekile Dumakude is her name.