Nedbank poor service

Worst experience with Nedbank Chat consultant, Mbali Did not want to assist or look into any requests without a case number, then Mbali ended the chat since she did not reply for a long period of time,.. I was advised by once of the consultants that my account was outdated she told me that in 6 weeks it would change, it did not so I kept following up, But each time I was met with no assistance and further requests to follow up. How hard is it to look into your customers login system to see what is outstanding on their account. Clearly if Lamile made a request for my account to be migrated it would be noted. Why do i need to produce proof of anything?