Airtime refund

I am writing this review, in the hope that there is one person willing to make an effort to resolve the matter case ref ***0. Saturday 24/08/19 using the Nedbank money App, I bought R170 airtime which I never received.

I called Nedbank letting them know about this, they logged a case for me and said my airtime will be loaded in 3-5 working days. They then gave me a reference number, ever since then I have wasted airtime by calling them to find out what is happening they have been telling me the matter has been escalated and I'm still waiting.I ended up spending more money in contacting them. The least you could have done is giving me feedback seeing that the matter is past SLA. Poor customer service Nedbank.

Friday 6/09/19, I called via video banking and I wondered why it's video banking if they can only see me but I can't see them. I mean what is the whole point of this video banking? This was very frustrating, I could hear from her voice that she didn't even care. Gave my story to the agent Londiwe Xulu who advised that there was a problem with airtime purchases of that day, very surprised at this information as previous agents didn't mention it.

It is now Sunday 8/09/19 and you guessed it, no update or further communication from Nedbank.

I would really appreciate any form of communication or feedback.