Sent from pillar to post ,bad customer service over

I was assisting my brother with his online application. He was approved, I contacted the head office the also confirmed that the application was approved and we should go collect the card at greenstone,we went to greenstone for card collection he was asked for face verification which he did, we were sent home, he called days later he was advised that that everything is OK he should go collect the card at greenstone again. When we got there we were told that he was approved but needed to do fingerprints, which he did ,we were told to return home again. My issue is the lack of communication between the head office and the branches. We've been to the store several time with no help, the customer service was horrible, been sent from pillar to post. Kindly escalate this matter iD number ***