Ignorance

My mother took out a personal loan with Nedbank a few months back and wanted to settle the account in full a few days ago. She phoned in the call centre to request payment details and was given incorrect details. When she phoned in again and spoke to someone else they too gave her the wrong details. It took 3 days to find someone who knows what is going on...by this time she was charged an extra R470 interest. Surely people employed to deal with personal loans should have knowledge about them? I find it disgusting that my mother, who does not earn a fortune as is, should pay for other peoples ignorance! She had to also request time off work and forfeit her lunch hour to sort it out at the branch.