Nedbank is so frustrating

Firstly, I've been trying for days now to resolve an issue, but right now I cannot even log into the Nedbank app to request a callback because the app is not accepting my fingerprint (I cannot call Nedbank because I have no airtime left from being put on hold by Nedbank several times). However I am able to unlock my phone using the exact same finger. And I cannot remember which password it is that I need to use, because I apparently require several passwords to use Nedbanks services, that is why I use the fingerprint functionality on the Mobile App.

Secondly, what is the point of offering the functionality of a call back, when I am still put on hold and then have to wait anyway speak to the correct department. And this is after I specified in the Call back request what my query entailed and which department I wanted to contact. Surely it would make sense to first get the correct department on the line, and then give me the Call Back.

Thirdly, the issue I am trying to resolve is simply to find out the progress of my request to have the hold removed on my credit card. When I spoke to a consultant on Monday (after being put on hold again from a "call me back") one of the questions he asked was for the credit card number. Which I do not have, because the credit card is on hold, which means that it doesn't work, which is why I left it at home. Obviously. And it's the only credit card account I have. Surely Nedbank knows what account it is, since I had already verified my name, cell phone number, ID number and address.

Also, the consultant then told me that I would need to contact the Collections Department to resolve my query, meaning that all of this was again a waste of my time. Then he told me that I would need to contact the Collections Department during business hours. But their business hours end at 4:30 and the Call me Back occurred at 16:44. While I was still at my business, during business hours. So then I would have to wait until the next day. When I still don't have airtime. And the consultant said that he wouldn't be able to get the Collections Department to call me back, becuase they were closed. So helpful. So I then had to request another call back.

Fourthly, all of this is to use a credit card that I have had for more than a year, which was placed on hold due to my retrenchment, which I understand. However the insurance payments cease automatically, but I must go very far out of my way to prove that I am once again employed, just to be able to use my credit card again. One of the requests that was made of me was to supply my bank statements. My Nedbank Bank Statements. To Nedbank. SURELY, Nedbank has access to my Nedbank Bank Statements.

Fifthly, not to mention that while I have been placed on hold, I have to listen to several adverti*****ts, one of which is confidently announcing Nedbank's super handy "Live Chat" feature. Which I would love to be able to use, but for the life of me I cannot find anywhere. Not online on my laptop, nor my phone. And even if it does exist, surely it should be easily available on any platform, in order to assist clients, and prevent them from having to endure being put on hold and then dealing with numerous call centre agents to resolve a simply query.

I look forward to a response and explanation.