Commitments not met, 3 day process takes 3 weeks

Overdraft increase application made on 1/Feb/2016. Client keeps following up via email during 1st week, receives phone calls back from branch saying that process is underway. Mid 2nd week branch calls for client to come into branch to sign contract, so that overdraft can be loaded, but cancels before client arrives due to internal documentation outstanding. End of 2nd week, branch calls client saying that there's a backlog and will provide feedback on Saturday. No call received. 3rd week - process goes back to the beginning because it expired internally at Nedbank. Client follows up with branch, but the process is still just starting in the back office. Saturday feedback promised, but not received.<br> <br> Client emails, but bank always calls - is this a mechanism to avoid accountability?<br> The process is not transparent and daily telephonic committments are not delivered. Either the comms do not reflect the true back office activities or the back office staff do not consider the timelines important enough to perform.<br> <br> The credit dept is not performing according to branch commitments, <br> creating a perception of misrepresentation of the bank's capabilities by its own branch.