Bittersweet, mainly bitter service and product

I went to Nedbank (Killarney Mall) today to request my home loan tax certificate. I have been getting these from the bank annually, one of the reasons being I don't find the MoneyApp user friendly. True to form, even the Nedbank consultants couldn't figure it out. Very disappointing, from the first person I saw whose only offered assistance by a gentleman called Sbo, was a scribbled number on a piece of paper and he told me to call the call centre. I had to insist to be assisted properly. A lady (whose name I didn't get) tried to assist with the App but couldn't. She then referred me to an unwelcoming Pule who tried to retrieve it from him computer while I waited for close to 20mins (no explanation of the challenge) until I was told to call the Call Centre again!!! To cut the long story short, I was eventually attended over the phone by Phiwamandla Dube who was kind and patient enough to give much better service, even though I still didn't get the document. Thanks to Ms Brenda Mutileni from the Killarney branch who witnessed some of the incident and engaged me and even offered I contact her to follow up if I need further assistance. It's unfortunate to have people representing a brand with such different level of passion.