POOR CUSTOMER SERVICE

I'm so disappointed by the bank that i always loved and admires by the way the treated me i have two loans with Nedbank which I'm always up to date with my payment i don't have a bad credit record because im always paying on time i received a letter from them saying i can qualify to apply for a consolidation loan because i really need it i need to combine my loans and reduce the installment that I'm paying now i app**** on line arr they said i can't qualify the reason is i might have many loans or not paying in time my question is what is the definition of a consolidation loan? Okay they gave me a number to call and lodge my query i did the phone was answered by the consultant Sandy she said will transfer my call to financial department after waiting for more than 15 minutes phone rung unanswered then they decide to drop my call after wasting my airtime and my time i need explanation about this