Bad service in the cold

So disappointed in Nedbank, i stood in the cold for over an hour to access the branch. My account has a status 3 hold on it and money was paid into that account .Status 3 because i wasn't working. First the branch teller gives me a number and i asked to use their phone, he says i can't. He says don't worry it's a toll free number. i exit the branch and phone the number, not a toll free number.i buy airtime and call the number, the agent who answers tells me she can't assist, she will put me through to someone who can help. Only to put me through to a answering machine, who says the department is closed on weekends. The service levels has seriously dropped. Why didn't the branch teller advise that the department who can uplift the hold is closed on weekends? I very disappointed with Nedbank Westgate.