Request to reduce overdraft on a monthly basis

I have send two emails to my so called banker in Paarl Mall branch. He has never responded, I then went to the branch and met with him while another lady assisted me. He apologized but never responded on the new email address he gave on the day. Two weeks later I went to the Bloemfontein Branch in Nelson Mandela drive. The person assisting requested an ID and cannot work with a drivers license. He could not assist at all with my query to reduce my over draft and credit card with a specific amount every month. I need to go through an application process as if I am applying for an increase. The lady at reception desk promised to send an email to the manager of the private bankers to assist. The service is frustrating and poor.