Very poor service - time is of no essence

We are unfortunately been clients of Nedbank for the past 17 years due to our homeloan being with them. We needed to access our bond on our joint account. We went to Pinecrest branch today during my lunch hour, thinking we will just pop in and out. Well, needless to say an hour and 15min later I HAD to leave and hubby left after an hour and 50 min still with no access to bond...After waiting 50 minutes with our next in line ticket a lady attended to us. Instead of just printing a form and letting us sign, we needed to download their useless App which actual has nothing to do with what we needed to get done..at 12:10 I told the lady I really need to leave to get back to work...only for her team leader to say " well you still need to be vetted first" Needless to say, I left. Hubby also left as he had another commitment. To date we've had 4 trips to the bank with my 5th trip, hopefully, being the one that will seal the deal....pls don't hold you breaths....to access money we've so commitedly paid extra in into our bond over all these years...not once have we given them 'red tape' when it came to repaying our monthly bond...why are we now being caught up in theirs. ?