NEDBANK is so consistent with BAD service

Today, I was literally reminded of why I don't use Nedbank as my primary bank anymore.

I received a SMS last week, reminding me that my son's card which I have been struggling to link to my profile for years, is expiring this month end so i should go to the nearest branch to get a new card. I did just that today, i went to a branch, the reception was so vague to a point whereby if the consultant that seated me had checked everything necessary for me I wouldn't have wasted my morning by going there. I was told that I can't get a replacement card at the branch, I need to call the contact center but my issue is why does the SMS say "go to your nearest branch" if they know that branches are unable to do this? I mean it was a complete waste of my time

Secondly, I wanted to check the status of a business account I once requested and I was told I need a business banker for that, just imagine. locating a account and saying "this account is open but not active, you need to make a deposit on the account to activate it, here is the account number" or "this account can't be activated at this point, you need to open a new one" instead i was sent to a whole different branch by a branch that could not assist me with anything. why is there such a situation?