*********** and inconveniencing pensioners

Two months ago my 72year old mums account was incorrectly placed on hold as a deceased estate, without informing us. She was unable to use the account even though there was sufficient funds in it. She had to pay someone to take her to the branch to figure out why she could not make withdrawals. 5hours later they figured the account was on hold. It was supposed to be reinstated back to the way it was within 24hours. 8weeks later even though there is still sufficient funds all the debit orders including Nedbanks are returned unpaid. We made telephonic calls, logged chats, raised a formal complaint and no one seems to be bothered as it is an inconvenience to a pensioner and not to themselves. Unfortunately for us the manager handling the complaint, Cheslin Constance cannot comprehend either. She insists that the matter is resolved, even though all debit orders are returning unpaid and she is yet to give an explanation to that. But is determined that as a manager she has resolved this. We asked to escalate the matter to someone else but she refuses to. Instead a pensioner must now pay a bank for the use of its facilities including a debit order functionality that is non existent and incur costs for unpaids.