Horrible service experience

Worst service ever! My daughter went into Nedbank to apply for a student loan, because I have been a client of them for 15 plus years. Spending 2.5 hours to complete forms, it was sent in to HO. Receiving messages that there is outstanding information, the banker reassured us this is standard and nothing is outstanding. Finally loading a complaint on their complaints site, the banker confirm what is outstanding and the loan is approved on the 9th. ON the 10th we go into the Centurion branch, and 3 hours later the banker say there is a system issue and she cannot complete the process to create a new student account. She referred it to their IT department. It is now the 17th. And still no feedback. Their IT department cannot resolve a new account issue in 7 days and provide feedback to the banker. I need to continuously follow up with the banker. At least tell a client if you cannot help so that they can make alternative arrangements. I could have moved my accounts, and app**** elsewhere by now. But I kept on hoping that Nedbank will provide some feedback that will indicate what I should do. After all these years, through the good and bad times, this is sadly the worst customer service I've ever had with an organisation.