Terrible service!!!!!

I keep being sent back and forth with nedbank each time I need a change done on my home loan. I asked to change debit order details to my partners and was told to go to the branch as call center can’t assist, I go to the branch (mall@reds), waited for almost 2 hours cause there was only 1 person available and the rest were on meetings (imagine having meetings while clients are waiting), then I’m told it’s not possible!! What the hell is wrong with this bank?? I think I must go to ombudsman or something to change my loan to another bank and I will not accept any panalties because clearly they can’t service me while I’m paying back the money that they loaned me!!! I can’t anymore with Nedbank!!!