No service and bad call center

Nedbank once again surprises me with bad service, I was approved for a credit card, but I get no response or feedback on the status of my application or whatsoever. I only get a sms that my address differs from their records. Now trying to call them about this, I have to deal with the bad call centre. There is no option under general queries to speak to a consultant about the query I have. Even if I talk to the other department consultants, they don't even know what I want ior less listen. Nedbank has a history of bad service. Not my first experience.