Appalling customer service

I am EXTREMELY UNHAPPY with the service received from Nedbank. This is an extract of an email sent to Nedbank on 19 July and again followed up the 23rd of July, but absolutely no response from Nedbank. This is my last course of action to get answers before escalating this to the relevant regulatory board and/or legal departments.

My June Salary was due to be available in my Account on 25 June 2019, but by the 27th I had to contact my employer to find out if there were any issues relating to salaries. I was informed that the payment was released and all other employees received their salaries on time. My employer then followed up with ABSA Electronic Banking Services to follow up the discrepancy. I did the same with Nedbank, or at least attempted to, but was unsuccessful at every turn.

The following was my correspondence with Nedbank (please note I contacted the call centre various times before then, but these are the only incidents I recorded for future reference): 29/05/2019 – Contacted Nedbank Call Centre - Ref number – *** (consultant – Terry) – Was on the phone with consultant for +-50 minutes whom tried to find out where the funds were by contacting the Paarl Branch (at least that is what I was told). Afterwards I was told that I needed to contact my branch as the only person that could help was not available. 29/05/2019 – Contacted Nedbank Lady Grey in Paarl – I spoke to Anita (Branch number 0148) to search for the funds on a suspense account, but it could not be found. FYI Anita’s client service is not up to standard and my interaction with her increased my frustration as I was consistently talked down to like a minor. 30/05/2019 – Visited Nedbank Paal Mall - Due to interaction with Lady Grey Branch I went to Paarl Mall Branch and was assisted by Lesley-Ann Robyn. She contacted the helpdesk once again and was informed that the funds were untraceable. She also tried to get assistance from the Branch Manager, but to no avail. I was again told that the issue is with ABSA. I documented the steps above and sent bank statements to confirm to my employer that the funds were not received and they paid the EXACT salary again per EFT. Meanwhile ABSA escalated the issue to the ***** division whom confirmed that the funds were released from ABSA and BankServ timeously, therefore the funds resided in Nedbank. Nedbank in turn had the nerve to state that the funds were received pointing to the EFT amount that was paid after my request to my Employer, which we clarified again that this was not the payment that was missing. On 20 July 2019 the funds suddenly reflected on my account with absolutely no reasons as to why it went missing. I repaid the funds to my employer and waited for Nedbank to contact me and explain what happened. I AM STILL WAITING.......

I incurred charges and penalties on my bank account due to a banking error, yet I am the one whom has to resolve the issue without ANY contact from the Nedbank and there is no way to contact someone that can assist.