Seriously disappointing customer service

So this past week on Tuesday the 18th I went to Nedbank centurion branch to close a credit card. Upon meeting with the consultant I was told that they can not close these accounts in the branch and I was given a number to call in order to have the credit card closed.

On Wednesday morning I called the number given to me, after speaking to two consultants for over 25 minutes I was advised to return to a branch to have the credit card closed as they can not authenticate me over the phone!!!

On Friday I returned to the Centurion mall Branch again and advised the consultant what I had been told. They again insisted that they can not close this account in the branch and it needs to be closed over the phone! I advised them what I had been told and they insisted I made a call while there.

The call was placed while at the branch, we spoke to a consultant on the phone and this took about 10 to 15 minutes before we were advised we would be transferred. After being transferred and waiting almost 5 minutes the following person apparently could not hear me over the phone!!!! They dropped the call and the bank consultant said I had to return again as it was 15:55 and the bank would be closing!!!!

Now I would like to now how this is possible? I am laughing thinking about this. It is pathetic service to say the least. After two visits to a branch and after two calls I am not being assisted. I am very disappointed in this banks service after more than 12 years. What are we paying monthly banking fees fore???? Can I see where in the original credit card contract it states that I will never be allowed to close this account inside the branch?

Seriously considering moving to a different service provider!!!!!!!!!!!