Nedbank Professional Banking Service is lacking!

Nedbank Professional Banking Service I have been a Nedbank client for 25 years, and is also a Professional Banking Client with a Private Banker assigned to my accounts. Both by Business and Private accounts are with Nedbank. On 5 April I contacted my "Private Baker" for assistance with motor vehicle finance. I completed all the forms and submitted the application. For some reason they keep on asking me for my Business financial records (for financial year ending Feb2018) although I'm applying for the finance in my personal capacity. They are unable to comprehend that the business financials are not available yet (due to the year end only ending Feb2018). I provided a letter from my Accountant confirming the income as well as bank statements for the past year (for both my company and my personal accounts). Yesterday I requested to have my request escalated, but only received a call from a Ms Polo that they "acknowledge my request" and she will look at it. I requested feedback today and no one even bothered to contact me yet. Is this how they treat their Professional Banking clients?