Appaling experience with NCC

I am quite disappointed that this is not a 5-star rating on customer service. I have a personal loan at Nedbank which fell in arrears, and I was not able to maintain the payments as I was unemployed. Approximately a week ago, I reached out to Nedbank to set up a payment arrangement. The lady I spoke to was amazing she was helpful and set it up as we discussed. Today, I called in and asked to be transferred to the personal loan’s recoveries department. Again, the lady at switchboard politely transferred me to a gentleman who completely changed this customer friendly experience. He answered and speedily introduced himself, so I was not able to get his name. I greet and ask how he is doing; he responds that he is fine; how can he help me! He didn’t take the time to ask how I am doing, nor did he seem interested. He sounded like he was rushing to get me off the call. I think the reason I’m resorting to Hello Peter is, I asked to speak to his line manager, and he responded harshly and rudely without giving me the manager’s details or referring me through to the complaints process. You should be able to listen to the call and honestly, Nedbank ask yourself how many complaints will it take to completely tarnish your reputation? Is this the “voice of Nedbank” who are treat ex colleagues in such a terrible way? I am appalled that this has been either ignored or undetected. This cannot be the first time this gentleman behaved in this manner with a customer and may not be his last. At no point in this conversation were the Nedbank values implemented or exercised. I feel humiliated by Nedbank for trying to make the right financial choice to pay off my debt, only to have Nedbank a staff member disrespects me. There are people who run for years and not make a payment on their accounts, it’s disheartening and shocking that a bank as reputable as Nedbank now treats their clients in this way. It was before 10 am and I don’t believe so early in the morning that this is the attitude Nedbank employees must have to start their day. I wish I never have to deal with Nedbank contact centre specifically, I believe it was the Personal Loans recoveries department, if not Personal Loans Legal.