Its your job not a favour!!

We app**** for a readvance which was approved 2 weeks ago. We needed to go into a branch and summit the required documents . it was advised that payment wud be made 3 days after the documents have been received. When we did not receive the funds i decided to follow up and called the client number for homeloans. i spoke to an african gentleman, who checked a few details which did not sound right. When i asked him to get all the info he should call me back to advise me but he said he does not make outgoing calls. I held on for another 10 minutes on my cell today 1 November. When i finally spoke to him and i wanted to know what the issue was on the delay his words to me in a stroppy tone was I am trying to help you" i frustratingly said its your job and you are not doing me a favour because i called the correct call centre number. He then put the phone down. i am sure there should be a note on who worked or did enquiries on my account so I can lay a formal complaint. This is utter non sense to receive this service from Standard Bank