Careless business practice during a pandemic

I am a client of nedbank who was made to go to a branch because of poor communication only to have that branch refer me to the call centre only for the call centre to try to send me back into the branch! Had I not reminded the consultant that we are in the middle of a pandemic, I'm quite sure I would have been sent from pillar to post without end. Nedbank has been more often than not an administrative nightmare, but this is not the time for institutions to be lackluster with their efficiency. I have not even gotten a satisfying resolve to the mess that I was enquiring after. Instead I was sent a statement with a pointed absence of the information I was asking for. I'm incredibly exasperated. I have been with the bank for less than a year and it is proving to be an enormous challenge.