Bad service home consultant loan Nelly!

I called in early for standardbank home loan, I spoke to a consultant who couldn’t assist me, her name was Nelly and couldn’t give me her surname according to her, Standard bank does not allow them to give out their surnames, I also couldn’t speak to her manager because she is working from home, all I wanted to know from her is why my bond loan increased , instead of her telling me that prime rate increased last week she tells me that I need to go to the brunch cause the system couldn’t verify me, I simply told her that I’m about to cross the boarder but she was not interested in what I’m saying and at some point she put me on mute..