Bad service

Just went to Southgate nedbank to collect my card Greenback shop card ,the consultant just had a bad attitude and did not sure sense of urgency.I got the card and he did the activition.Then he advise that i need to call call center to transfer point .I told him i already call the call center they advised already that immediatly i got a card point will be in the card to spent.Anywhere i went to call and Mavis the call center agent report same thing i already told consulted that there is no need to call.Mavis requested to speak to consulted to advise the process.As per the consulted he says he assumed or he was under the impression that call center need to do that.Please can you guys keep your consulted up to date with new process and provide training if is needed.And they need to change their are attitude.