What happened to customer service

I have been a customer with Nedbank for appr. 20 years and have been very satisfied with their service until my children matriculated and had to go to varsity. There are very few competent people in Nedbank that can handle study loans and will give you constant feedback. The rest is simply *********** and has no customer relations, so if you don't question they will simply just leave it. The last time i approached this branch for a student loan, i was flatly told that it was load shedding and they can't help me. I requested that we just work through the application to see that everything was there, by which the Nedbank employee took the forms and said that everything was not their. i requested that we sit down and she can explain what we need to submit additional and was told that i have an ATTITUDE. I requested to speak to the Branch manager, on which some other lady was sent out to me acting as the branch manager. Needless to say that i knew the branch manager and that was not him. Due to Nedebank employee incompetency i was billed by my sons varsity for an amount of R1192 due to late payment. I e-mailed the parties concerned at Nedbank but yet to have feedback.