Poor Customer Service

I app**** for a Further Advance on my Home Loan which was approved on 16 October 2017 and Declined the following day with no valid reason. I had to contact the call centre multiple times to understand why the application has been declined after I have received an approval. None of the call centre agents could assist me with a valid reason, they just said that I need to go to the branch. My channel of choice was online, why can you not service a customer end-to-end and just hand them off to another channel without a proper hand-over. Nevertheless, I tried getting in contact with the Home Loan consultant whom assisted me in 2011 with my first application with no success of course. The consultant did not return any of my phone calls nor did the consultant reply to any of my e-mails, after confirming from the branch that the consultant is still employed by Nedbank. I gave up and went to the branch, where the Small Business Services Manager from the Montana Branch promised that she will assist me with my application and get back to me.....I AM STILL WAITING, even after following up with her weekly via e-mails and phone calls. Nearly two months have passed and still no feedback. Can Nedbank honestly say that they treat their customers fairly????