Bad customer service and poor communication skill

My name is Lundi L Yelanik, ID No: *** for LUNANO Holdings. Sometime in September I contacted your call centre, so I beleive and tried to open a business account with you. I was told that I will be contacted by a business consultant for furthering the process, which did not happen. On the 18November 2021i then visited Fox branch in Jhb, where I was assisted be Themba Simelane, who helped me with the application process and also confirmed that there was no pending application under my name. I was very surprised, especially after being receiving SMSs. Unfortunately on that day, I was short with one doc, which I had but the problem was that it was certified. Themba then proceeded with the account and promised him that I will email the page when I got home. I did as I promised. To my surprise, he never acknowledged my email and tell me what will happen next. After two days, I then went to him checking if he received the document that was emailed to him. He didn't even show some remorse for not responding to me. He instead said, he was still waiting, don't remember if he was waiting for the head office to update the system or what. But he promised to get back to me as soon as I will be expected to make a deposit of R500 in my account. After some days of not hearing from Themba, I then contacted him, checking of there was no update at that point in time, he then said, "no.. you are actually suppose to make a deposit.." and I was like, why are you not communicating Sir? I decided to let that go.

Sometime last week, I went to Fox branch checking if maybe my cards had arrived. I was being assisted by a Indian Lady (sorry to describe her like that) I forgot her name. She told me that I should contact the toll free number and order my cards. I then contacted the number, but to my surprise, I was told that the branch suppose to order cards for me as the Dept doesn't order cards. I was then referred to Modupi Motaung, who really contacted me and ordered cards for me. He referred me to the beach so that I can be assisted with the linking of my app to my profile, which he confirmed that I had and even mentioned my profile number, which I do not remember. I immediately went to Carlton Centre branch and was assisted by Palesa, who also gave me some bad attitude but at the later stage was able to correct her actions. She told me that I did not have a profile on the system. She then reffered me to her Supervisor, by the name Lerato. Wow! What a patient soul. For the first getting an excellent service in Nedbank. The lady did all what she could to assist me. She even went out of her way and gave me her personal number as she was even willing to make a follow up with Modupi while she is on leave. She did everything that was supposed to be done. She did a fund verification for me, contacted Modupi, asking him to handle my query. She gave me Modupi's contact details. I contacted Modupi on Monday the 17th, checking if the funds have been verified or not. He promised to call me back, which he did not but atleast sent an email, unlike Themba. I requested if maybe he can send me some contact details for the fund verification department. That's when Modupi disappeared. He never responded to me again. I left him emails, trying to follow up on my request. Modupi was nowhere to be found, even on the phone. I spoke to a guy by the name "Xoliswa" who sent him an email to contact me. Went to Carlton Centre branch for cards collection and was assisted by another lady by the name Lifhuno, who also gave me an outstanding service. She also sent an email to Modupi to contact me. She tried to speak to Themba again after not being able to get hold of Modupi. Themba said, he can't do anything as my account was now with Modupi. Modupi tried to call me but unfortunately I couldn't take his call. He sent me an email only informing me about the cards that have arrived in Calton Centre. No remorse or whatsoever for not responding to my emails. So it simple proved to me that, it is almost Nedbank staff that has a bad communication skills. Or maybe the Bankers are the ones that are not well trained or maybe it's that Dept culture.

Honestly I am very disappointed and not happy at all by the service I got from your company. Someone must please explain this to me, I really want to know if there is action done.

Someone called me on Monday the 17, as I was logging my complaint, the call for cutter, I don't know why. But he never got back to me. Surely you can be able to see who was helping me yesterday, on your system.

The worst part, yesterday the 20th I visited the branch, wanted to download my App, to my surprise the Calton Centre branch has no WiFi and had to buy data for me to be able to download. The lady who was helping me, was so clueless and had to leave the branch without being able to register my App.

Regards.