Poor service

I would like to complain of the poor service that we received at Standard bank promenade branch. We visited the branch on the 24th of January and spent 4 hours at the branch just for a substitution. We received a call that we must bring more documents and statements and when I brought the documents they said my wife have to be with me to submit the documents. I visited the branch a 3rd time accompanied by my wife and they said the lady that helped us is on leave we are going to have to start from over. Today we came with all the documents and they said our time period expired and we need fresh documents. We were treated like it's our problem for not capturing all the documents and who is paying for all this taxi fare we are using and the leave days that just goes to waste.