Is Nedbank Treating Customers Fairly?

I app**** for a re-advance on my homeloan of R39k and Nedbank has been taking me from pillar to post. After so many years with the bank I now know how it feels like to be treated like a number and a small cog in a machine. I personally re-did an ITC check after the bank told me I have defaults only to find out that in fact I do not have defaults nor judgements. I sent my ITC report to evidence that I do not have defaults... And still I wait for Nedbank to respond... Is this in line with Treating Customers Fairly? Is Nedbank so big now they have become inefficient? The customer complaints department told me that credit department is still busy with my application appeal and I will probably get a response in 48hrs. The irony of it all is that I had recently raved about how Nedbank cares about its clients to my friends to the extent that one of my friends moved his account and chose Nedbank as his service provider for his homeloan. Anyway perhaps I should start shopping around for another Bank...