Poor call center manners and refusal to help their client

I must say NEDBANK is the most unfriendly bank I have dealt with in a long time. I called this morning to help one of their clients to obtain his insurance schedule for his home and confirm what claims have occurred in the past. I got a letter of authorization from the client to act on his behalf and still they refused to help. I then got the client on the line for the client to give me permission to assist and even then Solomon Nxumalo in the call center was not very much in the mood to help me and his own client. This isn't the only matter that is a problem with NEDBANK. Our church also started discussing the cost of our bank charges with NEDBANK a few months ago via our personal banker but are not getting any feedback. With this type of service I am going to recommend to our board that we change banks and to my client as well that he moves all his business elsewhere. The cost are ridiculous and service shouldn't be a headache for your staff.