Absolutely unfair and disgusting service

I have a personal loan with Nedbank and I'm really not happy with the experience iv had with the people iv dealt with and with the processes.

I had app**** for a payment holiday in March 2020 to start in april for 3 months which was granted by the bank . The bank told me that I can apply from the insurance so that they can pay it off of which I did. The insurance rejected my request as I didn't qualify as I wasn't directly affected and they requested that I speak to my bank to extend my loan contract with an additional 3 months.

I called my bank and this was set and done. I was granted the payment holiday from April.

In July and August Nedbank didn't debit my account like they were supposed to, creating a bad pay record for me and affecting my credit score. I unfortunately couldn't contact them immediately because I had just given birth and wasn't in the best state of mind. I gave birth on the 16th of July.

They debited from September then decided on their own to take the money for July and August in December with December's amount.

Which is a total of R7500+. They debited me on the 3rd on the 7th and on the 11th of December which is completely unfair as I wasn't notified of this decision nor was I consulted prior to this.i basically hadn't agreed to this arrangement nor was a given a choice. They just took my money.

It can't be my fault that they didn't remember to debit my account in July and August. It's not like I make a manual payment. It's a debit order so it's their responsibility to reset the debit order after the payment holiday has ended

I asked for April, May, June ONLY. Not July and August. I want to know why am I being penalized for their mistake?

I made several calls in December to get a refund after the first debit order on the 3rd of December which they refused a number of times until I was told that the only way I will be refunded is if I make an arrangement to pay an extra amount with each installment to pay up the outstanding balance from July and August, I made the arrangement more than once in December which was set for 3 months and each time that I made the arrangement someone canceled my arrangement with no reason or communication to me.

After calling many of times for my refund they processed the refund only for them to take it again on the 7th and the 11th of December

I called with regards to the double debit again and to requested a refund again and made ANOTHER payment arrangement which I know will be canceled again. They cancel my arrangements with no reason and they don't even let me know until I call.

Every time I call I get a reference number one and am told they will help me then I don't get help.. I went as far as laying a formal complaint and was put through to Phindile who is a manager she helped me with an arrangement but was canceled again. With no reason again. My Query was then escalated to another manager named Samantha as Phindile was no longer responding to my emails. I ended up getting my refund and my payment arrangement was set that I pay an additional R500 to cover the outstanding amount for July and August. I asked Samantha if they can speak to the credit bureau to clear the bad pay record because I'm not at fault and her response was that they refuse with no reason.

Later when I check my credit score I see that the bank notified that they didn't get the payment for December and January and February .. Which is a lie, I have have proof that they got their money.

On the 13th of April 2021 they took an amount of R548. 15 I'm not sure for what. I didn't receive an email or any notification for that matter. They just took my money with no reason.

I'm extremely annoyed because it's as if I'm sharing my salary with Nedbank now. I can't plan my things properly because they decide to debit my account whenever they feel like it. This can't be right. The call center agents are also extremely rude, they put my call through to another department while I was trying to explain and get help. I'm defeated honestly