Empty Promises

I opened an account in 2017 but because I had to manage my mother's account they added my account to my mom's online profile. I explained this to the person helping us and we were assured that this will be okay and that I will have my own account and be able to manage my mom's accounts. I have never had the necessity to obtain proof of banking or statements, until now. I app**** for a loan as I am moving house. For an entire week I have been battling for Nedbank to sort this out. I though it was a light at the end of a dark tunnel when the branch manager called me. Promised to see what they can do and phone me back. I am now still without an answer. Tonight we had to move, now I cant cause my statements reflect my moms name and not mine, I could not get a loan and cannot move residence, with three young children. How is this fair??? Any update, bad or good, would have been appreciated. NOTHING.