21 DAY LOAN APPLICATION PROCESS

As a new Nedbank Client, Good Afternoon I need assistance with the above-mentioned matter. I started this application process on the 5th of August 2025 and to date the process has not been finalised. The number of consultants that I have spoken to from then until now, I have lost count of. I first spoke to Nkanyiso Khumalo, who requested I explain the discrepancies( differences in salary amounts) on my statement as back office would require that, I did so and am willing to forward that email. On the 7th I called in to check on the status of my application and spoke to another consultant, Princess Taboshe who advised that I send her my 3 months payslip and bank statement via email because it was requested for her to attach to the application, even though I bank with Nedbank, however I did. It was a long back and forth which took more than the advertised 5 working days TAT, till the application was declined. I appealed because I knew the reason was most probably because of me having gotten paid one lumpsum on July 14th (Which was back pay to cover for a few days of April, full month of May and full month of June) and then again got my standard salary four days later. Even though this was already communicated in the email sent earlier to Nkanyiso who had advised he would attach to the application. I resent the application and the payslips to prove this, and the application was approved. On attempt to finalise the application on the app, I struggled as the app kept giving a prompt that there is an error on YOUR SIDE. After many failed attempts, I called in and spoke to Shaaista Aziz who **** and said she would need to cancel the application and redo it on her side, assured me that she would reattach everything and that she would send me an email in order for me to forward all the required attachments. She assured me that she would watch the app closely and escalate it in order to get it back to where it was and ultimately have it approved. SHE DID NONE OF THAT, except cancel and restart the app in order for it to be her “sale”.

Some days later my partner bumped into an amazing lady by the name of Lee Ann Kettledas, a Team Leader in Humansdorp, who advised that she would contact a banker in close proximity to me to assist, and indeed she did that. That banker I was referred to is Phozisa Pita. She was emailed my case and documents on the 19th August first thing as Lee Ann advised me as soon as she did. Nothing was done, until Lee Ann prompted her again the following day, which was the first I heard from her. She called me and started a new application for me, which is the application that is STILL not finalised to date. The last I heard from Phozisa was when I was asked to come and sign documentation at the branch which I did on the 21st, even then she wasn’t present and I was assisted by a colleague of hers. Till today, I have not been contacted by Phozisa to update me on the progress of the application, instead, Lee Ann who is not even in the Bay West branch has been doing so. After not being able to reach Phozisa for days, Lee Ann then escalated the case to the branch manager at the Baywest , Ayanda Olifant. I must express my deepest frustration and disgust at how someone who is supposed to lead an entire branch has dealt with me and this matter. On Friday the 23rd of August, Ayanda assured Lee Ann that she would not only contact me, but she would assist me further, but she did not, I was only contacted by an extremely arrogant and dismissive Ayanda Olifant only because Lee Ann AGAIN, called me and added her to the call advising her of my frustration because of how long this is taking and how no one is updating, only on the 26th of August. Ayanda was not only rude to me, but to her colleague as well, telling us that she has had many meetings to attend and that I should just WAIT. As though Lee Anne did not attend the same meetings that she just did, but even though she did, she still made time to check up on me and my application. I called the Nedbank complaints line yesterday, and was given the reference number :***, however I still haven’t been contacted by anyone from that department as yet. To be quite honest, without the ongoing assistance of Lee Ann Kettledas, I would have been destituted. She has treated this case with so much integrity and kindness even though I am a complete stranger to her, and she is in a different branch. I am completely disappointed at the level of unprofessionalism and unreliability I have experienced from Nedbank. I am considering moving back to FNB. This is the worst customer service I have ever experienced in my life. I'm definitely seeing NEDBANK DIFFERENTLY.