Homeloan re-advance

Hi we app**** for re-advance on our homeloan from nedbank on 4th Feb and have signed the contract but payoit has not been made.When you call call center to follow they will say someone will be contact with you within 4hrs of receiving your call back request amd nothing happens,the communication is so poor to an extent that you will never here from anyone and when you follow up again you will be told since you made application at the branch you need to speak to that person again weather you give them application ref number or not.This give the impression that agent either yheyvare not interested or don't know their products very welland I mean their communication os worse and grade r child is communication far much more better than them.In essence nedbank is not looking after their clients very well and they should stop selling these fancy products to client if this is the behaviour.