Nedbank customer service

Nedbank service is extremely pathetic. I am a client for many years but as of late there service has declined rapidly. I went to the bank to change my address previously and it shows on my money app but when I asked for proof of home loan registration documents for both my properties, address is incorrect. Called them, only to be told although it's showing on my app they will have to escalate the call. Unacceptable, I am at another place to submit these documents, now I can't. Have to go back, take another day off work for Nedbanks mistake.