Poor customer care both from consultants and feedback team consultants

I went to Nedbank waterfront to open an account. i explained to the consultant that I have two home loan accounts with them hence i want to switch my business to them. i filled in all the necessary forms and left. later on the consultant called me and asked me to complete forms that foreign nationals must complete. i called in for clarity and i was to told to email her which i did. from there no communication till i contacted clients feedback and i spoke to Jonathan. Jonathan later on closed my case without me being assisted, His argument was the consultant said i was not reachable. how can i not be reachable when Jonathan would call me, email me and get hold of me. so from the 5th of August to date my account haven't been opened and the best they advised me to do is to go back at the branch or to call Yumna