Poor Service and Incompetence

My request was a simple one: To change my Nedbank homeloan to an Access Bond. I called Nedbank Homeloans last week to try make this change over the phone. They told me to visit a branch and complete a form. I called my nearest branch, Lonehill, to ask what I need to do to do this. They said come in with your ID and it can be done in the branch. I have one complication in that I have a joint homeloan with my father who lives in Durban. He was visiting this last weekend and we went together at 8:30AM to the Lonehill branch to make this \simple\" request happen. After an hour and 20 minutes, and a consultant who couldn't say our surname and who kept disappearing without telling us what was going on, he told us he can't make the change and we must go to Fourways branch. A complete waste of my time and a missed opportunity to get papers signed by me and my Father who is now back in Durban. I don't have the time to go stand in another branch's queue as I am a postgrad student and have a demanding job at the same time. I did everything I could have done right and was proactive while Nedbank Homeloans and the branch were not! I need someone to resolve my request this week URGENTLY please!"