Bad/Poor service Nedbank

I app**** for a extension on my home loan at Mburg nedbank. I was told by the lady that help me that I have a business on my name and I have no clue about it. What should be a great experience with the bank was turned into a nightmare. I app**** on the 5/05/2025 and up to now no feedback. I am with this bank for a very long time and boy it was a great funking experience. I wanted to redo the wife kitchen because we are married for 30 years but thanks to nedbank they funked it up because one person said I had a business on my name. I did sent a email to there so called client center but up to now no feedback. Please can somebody from this bank that claims to be the best call me and explaine how. I think there will be more services fees going from my account because of the so called business that I have. But once again GREAT WORK NEDBANK