Employees who can't help

Called nedbank musgrave to speak to a home loans consultant and was told by the consultant the process for what I required could not be given to me by the branch I needed to call the call centre then i asked her why can't she give me what she just said to me in writing and I was told she can't cos she's busy with a client. When I ask her about the details of the process to follow she does not have answers for ... Anyway I call the call centre only to be told it's a branch process. I contact the branch and ask to speak to the manager this time. I am still waiting for the manager to call me back