Bad customer service

on the 4th March I went to Nedbank Zevenwacht branch to change my surname with my new ID because I am now married. The lady that assisted me at Zevenwacht updated the info and we left the branch. On friday same week, I went to the garage to fill some petrol. I checked my balance on m banking app before paying and I saw that all my accounts were written "pending activation" from there I could not pay for my petrol, I could not buy airtime and I could not do any transactions using any of my nedbank cards.

On Sunday the 8th of May I went to the Somerset West branch to resolve the issue, then they told me that the lady who assisted me at Zevenwacht have not uploaded the docs with the new information so fica kicked me because they suspected *****. I did not have the documents with me that time because I did not know what was happening. On the other hand we borrowed money from someone for my husband to go to work. On 12th March, I went back to Zevenwacht branch to the same lady and raise the matter with her. She told me that the system was offline when she was assisting me on the 4th and she did not know.

She then said that she will redo the process, I sat there for 2 hours before even going to work, I gave her all the documents and she did it again. From there everything went back to normal. 2 days later, i was blocked out of my accounts again. Yesterday (15/03/2020) I went to Somerset West branch to resolve the issue, i was then told that the lady at Zevenwacht logged another process without finishing the process that she had started when the system went offline.

The service manager at Somerset tried to help and she told me that the matter will be resolved today by 11:00am. Until now, I am still blocked from my accounts and this is very devastating because I cannot access my money. The way I enjoyed using nedbank is now turning against me, I now have unnecessary debts because we must have money to go to work and the child must have snack at school.

The worst thing is that on the 25th I am getting my salary and I get paid through nedbank!! How am I going to access my money, i am now fedup with nedbank and after this, I am thinking of opening a bank account else where.