Archaic and inconsistent service

I’m presently in Europe while I still have a Nedbank account. This can be considered as a part 2 to a former issue, where some months back I couldn’t access my money online.

About 2 weeks ago: - I contacted the Nedbank branch manager who has my indemnity forms, and requested the process to urgently to wire funds from my Nedbank account to my European account, both under my name. - The manager supp**** me a extensive form to be filled out for the transfer. In reply I stated I simply needed my new European account added as a beneficiary so I can transfer the funds myself, which he was fine with and asked for the details. - The manager contacted me thereafter stating online transactions to foreign banks is not possible, and I’m to fill out the form. - I filled out the form and emailed it last weekend, and asked for a breakdown of the timeframes and process, as I have urgent need for the funds by tomorrow morning. - No feedbank on Monday. - On Tuesday I contacted the manager, and he said my “application” has been submitted to the Forex global team, and will have the required feedback by Friday, 4 working days. He stated “feedback”, not when I can expect the funds, and used the term application, which I found distressful as since when do I have to “apply” to transfer my money to another account of mine? - Tuesday I contacted the Nedbank Facebook team, as in the past they’ve demonstrated to being very professional and efficient in escalating matters. - Wednesday, I’m contacted by two different people belonging to the Nedbank transfer (Forex team?) and they both asked for: Copy of my ID, my Tax number and foreign currency the funds that the transfer will be converted to. - I supp**** the above information, and requested to increase the amount as the exchange change from time of initial request. - Much later in the afternoon near close of business, I was contacted by a Nedbank member, stating I will need to refill and resubmit the forms with the requested amended amount. I got frustrated and very stressed considering the urgency I’ve placed on this request, and advised them to proceed with my original request on my original forms. - Later in the evening, I see online the transfer still hasn’t began, and took the decision to withdrawal daily the funds from my account, but at the local ATM’s, it shows I have a ridiculously low amount available for withdrawal, and doesn’t show my full available funds as my online account. More stress, more frustration. - After the ATM I again contacted Nedbank Facebook, of which again they said my bank manager tried to call me, but there is no miss calls from him, and that I will need to refill the forms, but total avoided the issue with the inaccurate balances shown at local ATM’s. - This morning, the Facebook Team apologized for the delay and informed me the matter is escalated to relevant departments. - Earlier, both the Nedbank forex people contacted me to refill the forms as I left out currency and my tax number. This was not communicated to me yesterday, nor on Tuesday, nor on Monday by my bank who should have checked these details before forwarding them. - Presently I have no access to a printer or scanner due to the nature of my work, and advised this to them, and still got no confirmation of the process, or if I’ll get my funds by tomorrow morning as urgently requested, except to being asked for my contact number to confirm exchange rates which is on the forms, and on their systems. (Still not called yet.)

Right now, I’m utterly frustrated and disappointed, especially that in the 21st century where other banks in South Africa allow the account holders to manage their funds online with ease on their own to foreign banks, yet Nedbank doesn’t, and Nedbank has shown inconsistency in process and communication.

Break down: - My forms were submitted to Forex without checking that all the needed information was filled in. - I had to check for feedback, and I’m still waiting for the breakdown of the process and it’s timeframes. - Nedbank throughout its email communications failed to assure me once that the matter would be resolved. - Nedbank requested to refill in the forms for outstanding information while prior communication the day before was requested to supply it via email. - Nedbank has at this point, failed to provide an explanation why the local ATM’s show an incredible low balance available for withdrawal, and I also supp**** an image of the slip with the odd balance and showing the last 4 digits of my Nedbank card.

Worst of this, is that looking at the time, energy and negative emotion wrongfully exerted out of me, and the urgency I needed my money, from my Nedbank account to be transferred to my European account, both under my name, has left me with zero faith in this bank.

I would have transferred the funds from my partner’s other SA bank account online, or through a friend’s account, but regrettably for proper paperwork process, I needed the funds to reflect coming from my account and reflecting in my other account.