Nedbank loans call centre

Today I decided to call Nedbank to do an application for a loan consolidation. I spoke to an agent and unfortunately did not get her name. Initially she informed me that my application was declined from last month and I need to reply in June 2019. Then she realized I did an online application today so she advised that the system is showing that some information is missing so she can try and do one from the " back end". She then informed me the application is approved even provided me the amounts and installment and advised me that if the assessors approve once she receives my supporting documentation all will be well but she fails to give me her email address to send the supporting documents and I didn't realize I didn't get her email address until the call is terminated. So now I'm trying to locate her as I promised her I will send the documents within the next half an hour. I called the call centre another three times and no one can tell me whom this agent is as they all say the application is not showing on the system. They tell me to call back tomorrow as it might show by them. Then some of them tell me the agent should not of even done the application and they sorry for the inconvience caused. I work at Eskom at customer services so I'm quite passionate about customer service . I wish to know if calls are recorded is it so hard to escalate my call to the supervisor to hear whom I spoke to and take it from.there. Do they not have an efficient CRM to tell them this information. Apart from their initial agent now saying the application is approved and giving me some good news. The other consultants are saying I cannot do a new application nor they can they pick up my application or see whom assisted me. Their agents fail to empathize and think if they were the customer would they like to be called tomorrow and I know tomorrow I won't be called. Escalation lacks. I will have to phone again and follow up Customer centricity at it's worse....