Nedbank, where you are just a number and support and service does not happen

I recently app**** for a personal loan at my bank, Nedbank. I currently have a home loan and a large credit card with them. The loan consultant informs me I have been declined because "one of my accounts are not tracking well", so I asked the consultant which account and he states he doesn't know, he's waiting for feedback. More than 24 hours goes by with no feedback, eventually I send another mail asking for same and the consultant calls me and states -"my loan is declined, due to a previous account that was in collections". I stated that I don't have any arrears or accounts that were in collections as I know my credit record is good. Why would Nedbank approve my home loan and my credit card if I had previous issues?????

The consultant then says - "unfortunately i can't tell you which account as he doesn't have that information".

I literally blew a fuse and I then asked how am I supposed to have a look at the problem and or fix it if Nedbank can't even tell me what the problem is. I then asked for the email stating I am declined to be sent to me. That was 24 hours ago and surprise surprise I am still waiting.

Absolutely hopeless service as well as support from my own bank. I am definitely going to switch to a bank that actually wants to help its clients.