NO FEEDBACK REGARDING ***** QUERY

My Brother Sakhiwo Mphumpula had an investment with nedbank that matured end of Feb 2016,upon recieving his lump sum there was an amount of R9000 that was deducted from his account . he enqueried and was told its for a credit card the branch he used was Nedbank in Jabulan mall.my brother is unemployed and has never owned a credit card. Phylis from nedbank advised him to submit some docs to their legal dept he would recieve feedback within 7days,none of that happened he went to the branch after 7days and was told that OOOPS the docs went to the wrong department. no one bothered to advise him although they had his contact details,another week went by no reponse from them he got there and was told that not all the dos were recieved by their Legal department . this is the second time things go wrong and he was not advised,eventually he spoke to the branch manager who told him the process might take ANOTHER 7 WEEKS? ,yes they need to follow process and investigate before they can give him feedback, my brother was misinformed and no one bothered to guide him, its a week later nothing from Sibongile who is supposedly the branch Manager? REALLY?I CALLED AGAIN ON MON? PATHETIC SERVICE.