Poor service from Standard Bank

Trying to get a bank guarantee from Standard Bank. My hubby went to Cape Gate branch and was told he must CALL Standard Bank to get the process done via the phone. When my hubby called Standard Bank they didn't seem to know what must happen and after a day they called him back and was told we must go back to the bank. My hubby then went to Standard bank Tygervalley. Only to be told that they don't do this process in the bank anymore but telephonically. We are now thoroughly confused and it's a week later and really don't know what to do. So I am putting this complaint in the hope that someone at Standard Bank can actually help us. Seems like even Standard Bank don't know how to do this process. Feeling frustrated and fedup.