Unreliable Front Desk Lady

I went to the Nedbank Menlyn Mall branch to make a withdrawal on my investment. It was not the first time I did a withdrawal. Before, I had to sit with consultant to fill in forms to completed the withdrawal. The service champion, Prudence advised that in-order for me to make a withdrawal on my investment I had to contace the call centre. I then took the phone at the brance and phoned them, thinking maybe the process has changed. Only to find out that the process is still the same. What ****ed me off is that I had wasted time explaining to the lady at the call centre what I wanted to do, of which I did to Prudence already. The call centre lady asked me to find someone who worked at the bank so that she can explain the process to them. The phones are literally next to the front desk but Prudence was no where to be found. I had to walk the branch looking for someone to assist. How does a big bank like this treat customers in this nature. I mean I had to walk around looking for some assistance while I had to have gotten it when I was a the front desk immediately. What is the point of having someone "assisting" clients, if she herself needs assistance.Yet again, there is no training provided for the front desk lady. She needs to understand and know how the products work and not just assume they work the same. Soft s****s e.g eye contact etc.. need to be a priority when it comes to the "face" of the branch.