Bad service

My dream maker policy matured December 2017 and I went to the bank on the 11 January 2017 with all documents and after 2 weeks called the call centre to findout how far they are but they said they didn't receive anything. I went again to the same branch and gave my things again and they emailed to dreamer maker department after a week I receive an sms from nedbank to call them. I called them then they said the branch didn't stamp my ID then I asked them why they don't call them to rectify the mistake they told me that it's not their department that I had to do it. My argument was why must I rectify nedbanks employees mistake they all work at nedbank and I'm just a client. I asked to speak to the supervisor and they muted my call as if there was no one I had to check if there is still someone for more than 10mins then he said the supervisor will call me. Until today I'm waiting for the supervisor and nothing has been done. My 10days ends tomorrow. And I have worked with clients you must bend backwards for them. A lot of people are unemployed and would like to work and help people.