Turnaround time not taken seriously enough, living me frustrated.

On Monday the 30th October 2017, I decided to do a consolidation application online, I followed all the necessary and compulsory steps to follow in order to finish my application, there was a step where they asked me how much would I want for change concerning my consolidation application so I chose R20.000 would be fine to me as a change so I finished applying, so as I was waiting now for the next step to be told what to do as I am waiting for the feedback of my application, it said the system is currently out of order or service and I must try again later, so I phoned at Nedbank to report about my application but to my surprised they said they can only pick up that I have app**** for a personal loan of about R20.000 then I said there must be some sort of a misunderstanding then because initially I know I was applying for consolidation, so the consultant I spoke with said tomorrow morning I must go to the branch and explain what had happened so that my account can be unlocked and carry on with it, so yesterday I went to Cape Town branch with my attachments which is my payslip, ID and proof of address, so the consultant who was helping me, her name is Ms Nolita Sigam said the system does not allow her to continue so she called the department dealing with unlocking the account and the consultant who was helping her asked to talk to me to explain what had happened then I did, after that Ms Sigam said I can leave and she will contact me when everything is resolved and my application is unlocked so that I can come through to finish the application, so my issue now is that this morning she called me and sent me an email telling me that my issue is not yet resolved and she can see that concerning my account someone tried to do it for her but did not finish it they left it half way but she can see that the one that was in front of mine is resolved so she cannot explain to me what is the issue now, now I want someone to please explain to me what exactly do I need to do to get a proper and competent service since I also bank with Nedbank, maybe there is something I am missing out for me to get this poor service.