Terrible customer service

I would surely like to complain about the Nedbank Stellenbosch branch. As a sports organization we visited the office on 1 July to update our signatories on the account. Yes, we faulted by not making an appointment. The consultant inform us to make that appointment for the next weekend and also taking down our contact details for that. However, our 2nd visit the 18 July, we were faced with another challenge. The lady who took down our details failed to make the appointment and she herself was on leave. Speaking to another lady, I guess the floor manager, gave us the customer service that was so disappointing for a big bank institution. She could not assist, not even make a plan B, hands in the air and just a cold sorry for this we can't do nothing about it. Tip of the mountain was she even could not provide us with a proper letter as proof of our commitments as per the appointment process and that Nedbank failed to adhere to theirs. Nevertheless, I am just glad I don't have personal bank account with the bank.