Nedbank Brits Mall appalling service😡

My experience with Nedbank Brits Mall has been horrific to say the list,I've went to the branch on Monday the security informed me that I'll have to wait since the others are busy at the back. I refused to wait as I walked in there were 5 people in the queue only 2 employees assisting. I requested to see a manager who was busy calculating some money at the back with 2 employees then he acted to find someone to assist the queue but he just ignored us. I thought I blocked my account only to be informed that my account was frozen due to FICA no communication was sent to me. The lady who came to assist she firstly said before checking that she will need to provide me with a new card which will cost me R140, I refused to be charged as I had the card but it wasn't working. Eulanda who assisted me requested I share the birth certificate of my son since the account it's under his name, the following day I was asked to send a proper copy which I did. The next day again I was requested to fill in the guardian form which I did, to date I still cannot access the account and Eulanda promised to come back to me nothing has happed. I used to work for this bank and I'm really saddened by the treatment I've received and very upset that the image of this bank is tarnished just like that due to employees who fail to provide service. I need to use this account urgently I'm so frustrated by this!!!!