NEDBANK Formal Complaint – BAD CUSTOMER SERVICE

Dear Nedbank Customer Service, I am writing to formally express my dissatisfaction with the service I received regarding a request submitted on 13 June 2025. I informed the bank that one of my commercial taxi vehicles was involved in an accident and, due to this unforeseen incident, I would not be able to make the upcoming payment. I requested a one-month payment holiday, clearly explaining the situation and supplying all supporting documents, including the accident report, insurance details, and photographs. Despite my efforts to communicate transparently and responsibly, I received an unprofessional response stating that "my request is not allowed" from ***. without any explanation or consideration of my history with Nedbank. I currently have three commercial vehicles financed with your institution, and I have always kept my payments up to date. This was my first request for assistance due to circumstances beyond my control. I wish to no longer do business with Nedbank. I find the response I received to be disappointing and lacking in empathy or basic customer service standards. Other financial institutions I’ve dealt with in the past have been far more accommodating and responsive in similar situations. As a loyal client, I expected better treatment and a willingness to work with me on a reasonable, temporary request. I now feel unsure if this matter will ever be fairly addressed. Please treat this as a formal complaint. I ask for the matter to be escalated and for a manager or senior consultant to review the decision. I am still only requesting a one-month payment holiday and expect a resolution that reflects both my payment history and the unexpected nature of the situation. I look forward to a formal response and a resolution