Absurd and disgusting bul**** Service received

Please ref to below lasted emails sent and received to the banker whereby i have been denied and not assisted. I have been struggling since the 27th Sep and some queries has been sorted but now as per the banker I need to await another 30days to have my fund reversed which was caused by Nedbank lack of service and failing to assist. ---------- Forwarded message --------- From: Shu'aa'ud-Deen Hattas <***> Date: Mon, Oct 4, 2021 at 12:15 PM Subject: Re: PRB To: , Swanepoel>, <MandyV > Cc: , K. () < >, Client Feedback <***>, *** <@.>, , N. () <.>, Hattas Shu Aa ud-Deen <>

Hi Quintin,

I am sorry but I am not accepting this. If you look at the initial complaint the reason for this error was caused by your company not activating my cards after numerous requests. Had my cards been activated it would not have been necessary for me to send money to my cell phone. When visiting the branch it was established that the funds would be reversed within 2days Max... almost a week later and nothing. Ref to the attached Screen. The SMS received makes reference to an account number being my cell phone number....Not payment into the incorrect cell phone number. The SMS below makes reference to a voucher number (Cardless banking withdrawal), the second payment of One Thousand Rand which I received so I am not accepting this answer. Clearly the information received is not consistent to what was advised within your branch. I am demanding a call from your manager this time around to get this sorted out. I have sent the email off to hello peter as well and am currently lodging a complaint with the Ombudsman. This absurd service and bullying is stopping now. I have copied the branch manager in at Howard centre as well.

Regards Shu'aa'ud-Deen Hattas ***

On Mon, Oct 4, 2021 at 11:12 AM Swanepoel, Q. () < > wrote: Good morning Mr Hattas, Thanking you for your emal. I phoned our centre on ***and requested feedback on the payment. They have advised me as follows: The number you entered when you did the sendimali transaction to your cell was send to *** and not ***.Accoring to the contact person the voucher remains valid for 30 days, it will only be reversed after 30 days if not taken, meaning by the 26th of October 2021. Apologies for the inconvenience caused. From: Shu'aa'ud-Deen Hattas <***> Sent: Monday, 04 October 2021 10:35 To: Swanepoel, Q. () >;, K. () < >; Client Feedback <***> Cc: , . () < >; Hattas Shu Aa ud-Deen <@.com> Subject: Fwd: PRB Hi Quintin, Trust that you are well Please note I have not received the R1000 reversal (REF number ***6). I was advised it would take 2 working days which ended on 30th September 2021. You mentioned on Thursday, according to your back office the funds were accidentally paid into the incorrect cell phone number and they could see the funds were not withdrawn as yet. You requested me to allow time until Friday as the enquiry has been escalated in order to get the reversal completed. To date nothing has been reversed. Please assist in getting the reversal completed as I am unfortunately not in a position to wait a day longer. I have copied N…… and J……. into this email for information purposes and because the above reference was generated within their branch. Regards

---------- Forwarded message --------- From: Shu'aa'ud-Deen Hattas < Date: Thu, Sep 30, 2021 at 11:51 PM Subject: Fwd: PRB To: < > Hi Quintin, Trust that you are well As discussed, early it seems that you and Dilshaad will have to order a new set of cards as the ATM declined my current card. Regards Shu'aa'ud-Deen Hattas

---------- Forwarded message --------- From: Shu'aa'ud-Deen Hattas <***> Date: Thu, Sep 30, 2021 at 11:06 AM Subject: Re: PRB To: Swanepoel, Q. () < >, <k>, <J>, <***> Hi Quinton, Trust you are well Please refer to the comments below and would like answers ASAP as this is getting out of hand. 1. Your account has been activated by Credit. My account has never been deactivated, it is my CARDS that was suspended. Yesterday you confirmed to Khumo Nokoane that the account is sorted and I had requested Khumo to define sorted as this inquiry originated on the 28th Aug and its more than a month. I took the liberty to check my account and to no surprise the CARD rejected AGAIN. to date you have not confirmed if new cards have been ordered.....FYI I am not paying for these cards. 2. We will reverse sendimali transactions for you. This is supposed to be returned within 2 days from visiting the store (REF number ***6) to date no SMS notification or funds have been reversed. it will be exactly 30min till the turnaround time has been reached. 3. We will also reverse 50% of unpaid item fees. Please explain why only 50% and the full 100% as I am not accepting 50% liability for your staff incompetencies. 4. Ms Johns will take over from me as per your request. Thank you however before completing the transfer this enquiry needs to be sorted closed off which is clearly not. So I will look forward to working hand in hand with Ms Johns but for now I am expecting nothing but a proper resolution to get this sorted for once and for all. NB: I am disputing the above points besides point number 4. I will transferring over to Ms. Johns but this will be after you have resolved this complaint in full. As a result of the poor service received, lack of accountability and ownership displayed i have no choice but to continue to do as previously stated and publish on hello peter ect. For the final time I am requesting the OMBUDSMAN details to lodge the complaint. Regards Shu'aa'ud-Deen Hattas *** On Thu, Sep 30, 2021 at 9:32 AM Swanepoel, Q. () <Q> wrote: Good day Mr Hattas, Trust you are well and safe. Just to advise as follows: 1. Your account has been activated by Credit. 2. We will reverse sendimali transactions for you. 3. We will also reverse 50% of unpaid item fees. 4. Ms Johns will take over from me as per your request. We apologise for the inconvenience caused to you in this time. Best regards,

Email sent on the 27th Sep 2021: Please ref to below email sent to Nedbank, Relationship bank and complaints department.

Please refer to the complaint below and I am appealing to have this sorted timeously as this is unacceptable and pathetic that we are being bul**** as paying loyal Ned bank clients by staff that are not taking any accountability and responsibility for their actions. I will be leaving now to go into your Howard center, pinelands branch and if no call is received before my return then, please consider this email being sent to social media platforms such as Hello peter, Facebook etc. I WANT MY MONEY.

On the 27th Aug 2021, I requested a call from Quinton. The incorrect number was utilized as the number quinton dialed was *** instead of my primary number ***. I have updated this number on numerous occasions, so I am not sure why the primary number was not used. I eventually Spoke to Quinton Swanepoel and explained my situation and experience. I have been faced with a major inconvenience and embarrassment as my card declined whilst trying to make payment. I could not use my car for payment and or to make a purchase, thus all whilst there are sufficient funds in the account. According to my banker the credit department is wanting to close the account and cancelled my card. I also requested assistance as I have been incorrectly penalized by your credit department. I mentioned to Quinton that I received a call from 2 individuals but could not remember the name at the time nor did I have a reference number. Quinton, then received a call and he requested if he could return the call as he had an incoming call from the Attorney at the time. We both then agreed and at 16:17 I sent another WhatsApp as at the time no call was returned. The next day 28th Aug 2021, I decided to visit the Pinelands Howard center branch and was assisted by a well-trained individual but unfortunately, she could do much as I had a banker, and the system didn’t allow them to order a new card. The below msg was then sent to Quinton, on the 28th Aug 2021 and please ref to WhatsApp msg trail. (The msgs was not attached but can be requested directly from Nedbank complaints department). As you can see from the above WhatsApp msg trail, I have been requesting to be contacted by Quintons manager and to date no communication and or contact has been made. The credit department confirmed on the 01st Sep 2021, and spoke to Winnie, who then confirmed that my card would be reactivated within 24 hours and I would be able to use my car as per normal. Today is the 27th Sep 2021 and nothing has been done, in fact I cannot use the card. No payment is being accepted, I even had the card inserted into an ATM, thinking perhaps it would reactivate but the atm rejected the card. I have to send money to my cellphone and then withdraw the funds which I previously advise is a safety risk. But this seems to fall on deaf ears. I had to borrow some finds to feed my family and 2 sons aged 4 and 2 years old. I went to see if your Howard Centre would be open on Heritage Day but unfortunately, I was close. This includes the van-gate mall branch, that’s how desperate I am for assistance. I am also requesting to be referred to another professional banker as I feel that I have not be treated fairly and want this matter to referred to the ombudsman for investigation, your senior management, the service delivery manager and I would like to be contacted by the individual that quintons regionals manager report to. Apparently, the regional manager advise I will have to get the complaints details on the website, after I requested this from my banker, a person that we pay for service. I have this account for approximately 6 years, and I have never received such absurd service. The last message I requested clarity if Quinton ordered a new card as I received a SMS stating the card will be delivered in Pinelands and the msg was blatantly ignored. It was read but never answered. You are more than welcome to refer to the screenshots. Please refer to the above msg as to what I have requested. I would like to be referred to another professional banker but before we do that, I want Quinton and all relevant induvial to take ownership, accountability and get this mess sorted. In the WhatsApp train, you will see that I requested the complaints department's details and I was advised I can get it on the website. Now I have attached a screenshot where it states that the Complaint Procedure and point number is to speak to your relationship banker. I have done this and absolutely nothing was done beside the fact that the regional manager advised me to get the details on the website. Is this the service that we are paying for? Now if your regional manager is not clued up with the process that has been communicated on your website then we have major issues. To be honest I would have not asked my Relationship banker to assist if I could call the call Centre. I am having difficulties due to the rejected order not being honored and reversed as these funds were to pay my cell phone bill, since then the line had been cut hence no call. I could and cannot provide for my little boy’s necessities due to the lack and inconsiderate service received thus far. As mentioned, the fact that I need to send cash to my cell number and withdraw at an ATM, posed a great safety risk and just over the weekend I sent some cash to my cellphone number only to check and find out it has not been sent as I was waiting on the pin and 10diget number. It was discovered that this was indeed a payment paid. I resent some cash and followed the exact same process and managed to withdraw the second amount sent. This is unnecessary pressure and burdens being placed on consumers which is adding to the stress. This would have never transpired had my previous requests being sorted with the activation of my card etc. 1) Reordering and activating of new card 2) Honor the penalties as I requested this to be stopped up until month end...return an amount R1080 that i have been penalized 3) This was done over a recorded line which I have formally requesting to get the recording of this call to prove my request but to-date nothing 4) to return the funds (R1000) sent to my cellphone banking over the weekend as this would never have transpired if the initial request were honored. REF to the attached WhatsApp msg trail serving as proof that I had discussions with my Relationship banker and screen dump confirming the complaints procedure which is not being provided by your staff.