Treating Customers Fairly

I have been banking with Nedbank for over 5 years. The only time I asked for assistance in terms of a loan I am being declined because of my credit score. I know I have a good score. When I check their system at the branch they have an incorrect score lower than my actuall score. I check the app and they haven’t updated the score in 2 months . I am asking them to manually adjust I will send them the report from Experian but they are refusing and saying I must wait for an update. I wanted for an update and Experian updated their score but Nedbank score is still not updated