Lack of Customer/client service skills

good afternoon<br> <br> i went to Nedbank Arcadia branch to check if i can access some of the funds from my homeloan account,they said i must come with my husband because its a join bond.Then on the 22 March 2016 we went again but to find that according to Nedabank system it says 'Building loan incomplete' and they said the mark must be removed first.The consultant phoned the homeloan department for about 1h15 without a positive answer because they were referring her from one section to another,back and forth without giving her a proper answer.No one was willing to assist and we decided to leave and gave the consultant our particulars to keep on checking. Then i phoned the branch to do the follow and i was told that the lady is on leave and i asked to speak to the manager and she gave me the very same useless number(011 495 ...) that no one knows who is responsible to explain to us what does 'BUILDING LOAN INCOMPLETE'means and what must be done.<br> The only thing we want is to access the money from the bond account.<br> Thank you<br> <br> <br> '