Bad service at Protea gardens

I’m currently at the Nedbank branch protea gardens Soweto to get a new card as the old one has expired. I was referred to the bank by Zanele from the contact centre. I’m unable to get a new card because of a username that the system is not accepting and Dora asked me what should we do? How ridiculous for a consultant Dora to ask me if we can create a username what should we do??? This is not my 1st time experiencing bad service from the bank. I’m asked to sit by help desk after receiving a ticket where the consultants don’t even know what they are doing. I was advised to download money app to get a new card. Nedbank offers very stinking bad ridiculous service and don’t care about their clients.