Credit approval division is terrible

I requested changes to my credit card last week. My private banker has done a good job of sending the relevant docs to the appropriate places. However, the person in charge of processing these requests within Nedbank is taking forever to process them. Reading a few forum posts informs me that this specific issue is an old trait of Nedbank. I have had overall good service from you guys but this experience puts Nedbank in a bad light for me and it is being caused by one person/division not doing their job. Please address the issue.