Bad customer service

I''ve just been to Netbank jubilee mall to apply for a loan and when I arrived I went to one of the consultant seating down on a table to ask her wher to Que if I want to apply for a loan..to my surprise she told me the person responsible for loans has knocked off already and it was not even 5pm and she told me to comeback tommorr,how can one person be responsible for all loans in the bank..Bad service at its best!