Nedbank slow and unexplained service

We app**** for a bond through Nedbank Durbanville branch,we were told a week for reply. We received eventually a reply say my partner has something wrong on ITC but provided paperwork to confirm the name are clear of debt issues. So now we get told to waiting again. This is all being done through a trust,and the lady assist us is slow or not really interested in customer service((Petronella). We have started looking other alternative due to the service. If there are processes that need to be follow,then explain better so we not left in the dark,is that too much to ask?