Private Banker does not listen or actually help!

So I had an accident with our car. It was a write off. In looking for new one our private banker suggested we do the application through the bank itself and not with the dealer. However our regular banker was on leave, the backup banker is who I have the issue with. Some backstory.... the car is on my wife's name but I am the driver as she does not have a license. This was not an issue with the first car which was done through Wesbank. But according to our backup banker this was an issue with Standard Bank. She then used both our names to apply. We assume this would not be an issue as not 3 months ago we bought a house together, however there is a mark on my record that I am disputing. This caused the application to be denied... No biggie. We then instructed Eunice (Backup Banker) to push it through on my wife's only as the first one. The dealer said this is done easy peasy. Eunice put it through on both our names again. Another decilne.....

Super unhappy....