Nedbank false promises

Nedbank have all this fancy adverti*****ts how can we help you .Try it they will do everything in their power not to help . I have apply a covert loan after recommendation of personal banker in August i ask her to stop trying ,the bank have cost me money every time i have to get documentation from my account waste time at the bank just for them to come up with some ridicules' excuse why they can not help me .Why offer something to a person if they know that they going to turn you down