Worst Service Ever - Useless Consultant

On 2 Feb, I app**** for an amendment to my home loan. On the 4th of Feb I received an email that I must go to the branch to fill in an application form. Today (9th Feb) I went in to the branch (5 Simmonds Street) and after having had to wait for an hour to actually be assisted, I finally sat with a consultant by the name of Pushpa Redhi. I must say she is the most useless service consultant I have ever had to deal with in my history as an SBSA client. I explained to her why I was at the bank, and even told her I had already called the call centre. Instead of checking what is going on with my account on your system, she went and called the Home Loans department to confirm what I need to bring with me and then proceeded to tell me that I should come back when I have a building plan approved by the council. She was clueless on how home loans work and I do not understand why every Tom, **** and Harry is assigned to Home Loans.