Home Affairs better than Nedbank

I have just submitted an application for an ID Card. On the Home Affairs Website - which was very efficient - I selected Nedbank Durban North to do biometrics. On the response, it says "VISIT A BRANCH" ..So I called the branch (which is not really the branch, it is the call centre) and they sent me here, there, and everywhere. None of the people could tell me what to do...really this should be a standard script! It is now taking me longer to figure out how to get an appointment at Nedbank than it took me to book the application on the Home Affairs system. And by the way, the last arrogant Nedbank consultant put the phone down in my ear. Is this what people are paid for?