Poor service from Nedbank loan call center agent

I currently have a loan with Nedbank, I want a additional loan referred by clearscore on 19/10/2021 Tuesday, a call center agent called me at 13h55 and due to bad line or inexperience he blocked my profile and advised me that it take 10 minutes to blocked, he will call me back once it unblocked. I waited and waited till around about 18h00 I was called by different lady when I was read to complete my application the lady advised me that my profile was still blocked and that she was going to call the following day. The following day was too busy at work whole day couldn't answer the calls, so today I saw a miss call from *** when I returned the call, I explained my situation and was transferred to different line and the call got cut. A call agent called from *** and asked for my ID number and cellphone number thereafter told me my number is not the same as the one he has on the system, I advised the agent that I have been using this number for 4 years and that I used the same number last year applying for current loan. I never give anyone a consent to change my number. The agent referred to a branch which unable to go to. Please assist me to complete the application as it wasn't my fault to block the profile.