Not Trained to assist

i try to update my profile at Nedbank Home content and car insurance. i struggle to get hold of the admin department when i get hold of them they cant get my details on the system they are the first to take the premium of the insurance. When you need to claim suddenly this is not covered or one or other Story if you want to update your details no one can be reached after 16H30. Even if the info say they are open from 08H00 to 17H00. the effect is that i cant update my profile and cant put my new phone on the insurance, The lady with the bad attitude tell me that i will phone between 08H30 and 16H30 other wise is not her problem. This is the poorest service i ever received in the 13 years im a client of nedbank think i must change banks and get over with it i will not recommend nedbank to any one i will rather tell them to you use a other bank. i do nit have time for untrained personal in a call center who cant assist me after hours.