Poor After Service from Candice

I took out a personal loan with Candice Spencer at Nedbank. I'm very disappointed in her after service. I'm unable to open my statements I receive via SMS as I don't receive the Approve It message. I informed Candice of this hoping she would be able to assist me or at least direct my query to someone who would be able to assist me. But unfortunately she just curtly said that that's not something she can fix and that I should phone the call centre. Her email was short, curt, and unfriendly. Truly disappointed.