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JM
Joshua M

1 reviews | Active since Nov 2017

12 Apr 2019, 11:26

Appalling Customer Service

I called the Nedbank home loan division to enquire about the interest I get charged on monthly basis and the frequency of updating my ITC record. My account is currently up-to date and so far this month there is no update to the ITC and this negatively affects my credit score. Call with Nedbank: - When I called them to enquire no one seemed to know any information about addressing my questions. - I was taken from pillar to post (one caller agent to the next) and the last agent made me hold for more than 5 minutes with no communication or even feedback - The only answer I got was that I need to call ITC and find out because they don't have this information, one of the agents even suggested that maybe my account is in arrears.

This customer service is not only appalling but it seriously makes me question the competency of he call center and their ability to resolve problems.

My information is below:

- Cell number - **********

- Division - Nedbank Home Loans contact Centre

- Home loan account number - ********** 584201

0
Replies (5)
Nedbank
Nedbank's reply12 Apr 2019, 16:27
Official
Dear Skolwane101 
We regret the inconvenience you experienced. Nedbank continuously strives to deliver excellence. We will contact you to assist with resolution. 
Kind regardsClient Service Support

Best regards,

JM
Joshua M's update16 Apr 2019, 11:17
Reviewer Update
What is the feedback regarding my issue? On Saturday I sent Nicolas from Nedbank an email with my credit report but since then there has not been any feedback or resolution so I am still waiting.
Nedbank
Nedbank's reply16 Apr 2019, 11:32
Official
Dear Skolwane101 
Kindly note that your concerns was supposed to be logged with the bureau's to find out why it was not updated, if they claim that it is Nedbank that is not providing them with updates then you need to send that proof to Nedbank.
Kind regardsClient Service Support

Best regards,

JM
Joshua M's update16 Apr 2019, 11:47
Reviewer Update
The reason for to write this review is that (1) Called your call center and no one within your bank had answers or the decency to give me a response, (2) I called ITC (Transunion) and did as you suggested but I was advised that they (ITC) cant make any updates unless if they are advised by you (Nedbank), so sending proof or payment or logging a dispute won't work, (3) Your colleague called Nicholas called me on Saturday and advised that I send him a copy of my latest credit report; which I did and even today my ITC is not updated and there is no feedback, instead I am getting this rather rude response without any context nor feedback. This just illustrates my point about the quality of the service. Can someone with knowledge and competency please contact me to resolve this? I can't be taken from pillar post about something that should have been done in the first place.
Nedbank
Nedbank's reply16 Apr 2019, 12:02
Official
Dear Skolwane101 

Claims have been made on this post without providing proof. We will submit this information to the Resolution Manager. Kindly note that the Resolution manager has 21 working days to deal with this matter.

Kind regardsClient Service Support

Best regards,