Left alone to sort out on our own

In 2010 a ********** credit card application was done and approve on my account whiles I was on debt review, I never knew that until I cleared my debt review this year and app**** for credit and found out about this application done. I contacted Standard Bank two months ago and informed them about and told them my history. Since then their legal department told me that they will send me a letter to clear this, but have not received any email or have they followed up. Yesterday I was at Standard Bank Paarl Mall and we were assisted, but just so far, we were directed to a self service terminal, I was left alone to sort this out, no one came to asked have you been assisted on the phone nothing, I asked the question why have not came and assisted us, and was told that to get hold of the legal team you will wait for more than a hour to get through, so we just hang up and left, How ridiculous