Appaling Customer Service and Disregard for Customer's Circumstances

<p>Dear Sir/Madam</p> <p>I would like to lodge a complaint against Nedbank.</p> <p>My name is Vuyokazi Bengu, ID number 870 ********** 084. I currently have a personal loan with Nedbank which is in arrears due to a bereavement in the family and having to contribute towards that.</p> <p>I couldn't pay my Nedbank account and ended up being in arrears by 3months. This caused my account to be heavily in arrears and I asked to set up a Repayment Arrangement.</p> <p>In doing this I hoped that my account could eventually become up to date and my account to eventually close.</p> <p><br />I called Nedbank in May to set up another RA as I was advised before that they don't set up long term arrangements and customers need to set up 3 month RA's. The lady I spoke to advised that all I needed to do was move from paying R1 000 to paying my usual instalment of R1 300 and if I stick to this arrangement my personal loan would be paid up in 3 instalments.</p> <p>June came and my account was double debited of (R1313.83 X2) and I when I called the Collections department, I was told that my account didn't have a Repayment Arrangement and the money collected was for my arrears payment.</p> <p>I advised the agent about the call I made in May and that I needed the money for my rent. I asked the agent to escalate the matter and check the RA's I have kept before and base my refund on that so that I can pay my rent.</p> <p>The agent advised that she will escalate the refund request and that the money will be in my account within 3-5 business days. The deadline came and gone and no money was transferred in my account.</p> <p>I called Nedbank again and I was told that the refund was declined and that due to the RA not being set up on my account, the money was rightfully theirs.</p> <p>I requested to speak to a manager and I spoke to Lebo (Team Leader), she promised to look into the matter and advised that the best she could do was to give me a partial refund of (R1000). I advised her that the money was for my rent and I am already behind on my rent right now and still she confirmed that the best she can do is to refund a partial refund. She promised that the money would be in my account with 24hours seeing that I bank with Nedbank as well.</p> <p>The second deadline came and gone and no money was transferred into my account. I called again and asked to speak to Lebo and was advised that she's in a meeting and that the message will be given to her however no managers were available to talk to me at the time.</p> <p>I then called the Collections department again and still no managers could take my call and only when I mentioned that I would like to lodge a complaint, the agent miraculously found a manager called Leconia (Team Manager). Leconia promised to look into the matter and that she would call me back the same day however that too did not happen.</p> <p>I had to call Leconia myself to find out whether she had looked into the matter also stressing the fact that this was my rent money and I needed it. 2 days later the partial refund was transferred into my account.</p> <p>I then lodged a complaint and a complaints handler called Donald Komo send me an sms the following day advising that my complaint was being handled by him. I sent him the attached email advising of how I was treated as a customer and that to date so one seems to understand what I have been through and I also pointed out how their Refund's Process was not benefiting the customer.</p> <p>He rep**** with a generic response advising me that a partial refund was processed and gave me a generic apology.</p> <p>He called a few minutes later and due to it not being the right time I asked him to call me back within 20minutes and guess what, that never happened. Yet again I had to make contact with Nedbank chasing the complaints handler and demanding answers and to my surprise, he gave me the same answer as everyone else. He pointed out that I didn't have a RA with them and that my loan term has expired which is why the money was collected.</p> <p>When asked had a listened to my calls and recordings to get a better understanding of the problem, he immediately rep**** NO. How does a Complaints handler respond to a customer without doing the investigation himself? How does he promise to look into the matter and ask that I give him time and 7 business days later still doesn't respond to a customer?</p> <p>I had to call yet again to chase up feedback only to get a lady called Larry (Snr Ops Manager) who advised that I need to give her time (business days) so that she can get the call recording and to investigate the matter.</p> <p>She today came back advising that the got the call (April) and there was no RA set up. Really??? I advised her that I made it very clear that the call was in May and that I ma not happy about this.</p> <p>She then went away and came back now ONLY to say she's SORRY and that she will get the rest of the money which was collected refunded???</p> <p>I am appalled at how my query has been handled, at Nedbank's Refund process and at the how all Nedbank's staff treat the customers.</p> <p>I want compensation for all the phone calls and time I had to spend following up on the matter. I want to know exactly what Nedbank is doing about their refund process and what they are doing about training their staff in terms of information and product knowledge.</p> <p>I want to stick to the term confirmed by the agent cause when I asked about my balance NO one could tell me however based on what they have advised, it was nothing compared to what the agent said.</p> <p>Please help.</p>