Worst display of customer service, disgusting customer experience

To whom it may concern,

I’m highly disappointed and dissatisfied with how my recent issue has been handle.

A debit of an amount of R3 824.01 went off my account on the 27th of November, this was paid out to Nedbank, whom I’d assumed would’ve cancelled all debit orders by now.

At first I was not that alarmed, I visited the bank in hopes of disputing and reversing this amount, but was advised they could not. I was asked to visit a Nedbank branch to seek further assistance as this was a debicheck, I had no luck at their branch, nor their call centre I called in to your call centre a few times looking for Faadia Van Graan, or Pamela Mpofu to help with this, I was told they were either busy or left for the day and that that they’d receive an email to request that they call me back. There were no call backs made from Pamela, and no call backs made from Faadia until I had to call back again and again, and sent escalation emails.

Faadia finally sent a mail directly to Nedbank on my behalf, highlighting the issue and the fact that the debit order cancellation was indeed requested by Pamela. She also promised to call me with an update the next day, however she failed on her promise, I had to call in again.

This entire journey spans from the 26th November to present day, where the entire idea of me freeing up some cash with you services was totally undermined. I’ve had to go to loan sharks and pay ridiculous interest rates.

Faadia lacks ownership as she only delivered on her promises when I called in and looked for her over numerous calls and attempts.

I have not recovered the amount taken by Nedbank, I’ve had to cancel all of my other subscriptions and debit orders on order to stay afloat. I will not be paying the amount due for this month as I feel it’s unfair after the heartache and financial distress DebtBusters’ incompetence has put me through.

The frustration is also brought about the lack of ownership you get from upper management. Cynthia Mwabi | Negotiations Team Leader passed it on to someone else, Junior Negotiations Manager | Muhammad Manuel passed it back to Pamela, who’s not disappointed me with her lack of urgency. Her line manager – Sebastian Croeser was no different.

I’m still waiting for a refund and an update. I sent a mail early on Friday, everyone mentioned was cc’d, no reply at all.