Failure to escalate and resolve matter from 04 Oct 2024 and Poor conduct from Walter Mzongahlubi Mdakane

I am so disappointed in the service received from Nedbank MFC.

• My MFC debit went through perfectly fine previously from my Nedbank account. • My debit MFC debit was suppose to go off the 2 October 2024, I realise on the 4 October that the debit did not go through. • I send Nedbank a email indicating that the account was not debited, they connect me to a MFC representative who apologies and assures she will arrange for the debit to go off. I request that they investigate why it never went off to ensure its doesn’t happen again and they assure me they will do and provide feedback. I accepted in good faith that will be handled, I never received feedback. • Then to my shock pm the 10 October 2024, I receive urgent notices they have Nedbank MFC have not received payment. I requested the matter be escalated and dealt with via email but to no avail. • I again email Nedbank to say I am not available telephonically and once again request he matter to be escalated or to provide me with an email address to escalate it myself once again no action is taken or feedback. • I then get notices to say I must arrange for payment because the account is in arrears and I will incur additional cost. ( Now being in my position would this not frustrate anyone to no end.) • I send another email on the 16 October 2024 this time to ***, explaining everything that transpired. • I received a call on 17 October 2024 from a Walter Mzongahlubi Mdakane I indicated is he contacting me regarding my email, he indicates no he is calling me to make payment arrangements. I indicate to him its not just a matter of payment arrangements, I kindly request him to provide me with his email address so I can forward hi the mail trail, so he can get up to speed instead of me having to explain from scratch. He indicates I first need verify, I was not in a private space so I did not want to verify I indicated his email address is public record, the email address has nothing to do with my account. • He rather gets an attitude and while I’m speaking to him, says then “he cant help me” and hangs up while I’m speaking. I was absolutely furious. • On 18 October 2024 he calls me again, he asks if he can debit the account, which once again is infuriating to me as I have been wanting the account to be debited since the original debit date 02 Oct 2024. • I also tell him that his behaviour on the phone the day before is unacceptable, I request to speak to his manager because I not going to be treated like that where someone puts the phone down in my face. He never acknowledges his wrong doing, I am rather told “I must be realistic as to what the query is about” • I indicate I no longer want to deal with him and request to speak to his manger .He tells me its to early his supervisor is not around, I request he have his supervisor contact me, not once did this representative acknowledge that his conduct was wrong or apologise it, rather became a back and fourth. • Firstly this issue with the debit was not a issue on my part, and the level of frustration and bad customer service experienced, my mind is blown. • The that this matter was never escalated or resolved and we on the 18 October 2024, is beyond me