extremely poor client service

I had visited the branch on 14th of March 2019. I had since not had my matter finalized. On my last call to Petrus at Nedbank Centurion I was told Nedank head office has a back log. Making their problem the clients problem- not acceptable. The agents at Centurion branch do not take calls or return calls. It is the 5th day and I have no idea what is the status of my matter as Nedbank does not value client service. I was told the managers are attending workshops so no one to help me there . The agent that initially assisted me starts work at 11:00 and no one is willing to assist in his absence. I was told the process was quick and that's not the case . Very annoyed