Commonwealth Bank Don't Seem to Want to Lend Money

So we (Snork Maiden and me) went into a Commonwealth Bank branch and talked to the person at the customer service desk about getting pre-approved for a mortgage. She said she would get someone to call us about setting up an appointment. After a week, no-one has called us. So I next thought I'll phone the bank to set up an appointment. But I got into the automatic phone system and without a "phone banking password" I couldn't continue to talk to anyone. I don't have one because usually I do everything online. This would stop any new customers either... I could send them an e-mail, but instead I will go to the central branch in Canberra first and see if that works. Otherwise, we'll have to go to a different bank, it would be nice though to have everything consolidated together...