Call centre only??

I would like to express my disappointment with nedbank, why is it that I cannot speak to a consultant in branch with regards to my personal loan account? I do not wish to speak to a call centre agent as it is difficult for the agent to understand the extent of my issue. I should be able to walk into a branch and address any issues I have on any of my accounts, furthermore who will then pay my cellphone bill after I have sat on the phone for 2hours?? A response will be greatly appreciated.