Bad Service Standard Bank

I have never been so frustrated in my life. Just to have access to my access bond is a mission. I was told to go the bank as the facility is now available. When I get to Protea Mall Standard bank the lady said I should call home loan department as she cannot assist. I phoned, I was told they have high caller volume and I will be placed on waiting list. I had to call today as no one came back to me. First they requested my marriage certificate, I gave them with documents indicating the kind of marriage everything is there black and white. They cannot assist I have to go to the same branch that couldn't help me. They should just say they refuse to give me service because I do not have time and money to waste on calls and going to branch and not being helped. What is the difference between the copy I have sent on email and going to the branch, details are there stamped. Such bad service it is worse because all my things are with them. Nedbank expect a new client in few days