Poor Service

I app**** for a personal loan from Nedbank on Tuesday. I contacted yesterday (05/05/2016 at 11:00) and spoke to a man by the name of John (***), who advised me I will get an answer within the next three hours. Naturally, I didn't get any call or any feedback. So when I called back around 14:00 they put me through to the help desk, where after holding for 13min, I gave up. This morning when I called (reference number ***), and agent advised me that they needed a clearer copy of my ID to proceed. And that this information was known YESTERDAY. So why could they not advise me of this? Also, I bank with Nedbank, have been with them for many many years. Have sent them countless copies of my ID. As far as I'm concerned, the whole idea of not paying out the loan due to just the ID being "unclear" is a little absurd. I need this sorted out within the next few hours. If not, I will definitely consider moving my banking to another institution. Thank you for your time.