Lack of business knowledge at Nedbank

For a month I have been dealing with persons at Nedbank trying to get a re-advance on our bond which I hold with my son. This bond was registered in November 2011 and has been paid religiously on 1st of the month. My son has app**** for a re-advance which by rights should have been a simple process. Not for Nedbank. I am a sole trader which is very difficult for certain Nedbank employee's to comprehend. So far they need salary slips, monthly management accounts,(which I managed to get my auditor to do at a cost) etc. Every few weeks there is another request. The latest where does my pension go as they cannot locate it on my bank statement along with my salary payments . I do not recieve a pension and I defineatly do not have a salary slip. My auditor contacted the complaints department only to be dealt with by a.person who he felt talked down to him. He also dealt with other personnel who could not explain the requests from the credit department who do not take calls. Do not get me wrong. Not all of the personnel are useless. There have been excellent formative persons which to date have been 5 all with a different explanations. We have offered to open an account with this bank if it would finalise. Again given conflicting information, they don't know!!!!