Bad Service

Although I have generally received good service from my Bank in the 38 years I have conducted accounts with them, I am unfortunately moved to complain about Ms Chantel Cupido, the most unhelpful and *********** Nedbank employee it has been my misfortune to deal with.

Ms Cupido was temporarily assigned to assist Pinelands Branch in the capacity of Sales Consultant. On 8th January 2019 my son visited the Branch to open a Savings a/c for the sole purpose of receiving funds from third parties and effecting Debit Order payments. He was advised that Nedbank no longer actively promoted that product, so as a result, was was convinced by Ms Cupido to open an Investment a/c with a One Day notice period, which would perform the same functions. Upon further investigation, after the a/c was opened he discovered that this type of a/c could not handle the transactions for which the a/c was specifically required and so the following day had to return to the Bank to close this erroneous a/c and open the one originally requested.

On 9th January, disposal instructions were given to Ms Cupido in respect of an Investment that was to mature on 31st January. I was advised that I was not permitted to furnish such instructions so far in advance and that I could only provide them the day before maturity. This, despite already having been asked in writing by the bank to furnish such disposal instructions. After some argument in this regard as numerous previous Investments had been re-invested in this manner, I asked to see the Branch Manager. Miraculously, without me having to see the Manager, she eventually found that it was possible to receive the instructions, and subsequently took them.

Proceeds from the maturing Investment were duly credited to my a/c on 31st January which, together with additional funds, were to be re-invested. When, on 4th February, the investment had still not been created it was queried with Pinelands Branch. As Ms Cupido had returned to her home Branch by this time, they had to refer my query to that branch. An investment was subsequently created on 5th February. I requested that the commencement date be changed to the correct date of 31st January. I did not care about having the interest accrual backdated and was quite prepared to forego it. My reason for insisting that the investment reflect the correct commencement date is that I had two other investments with competitor banks that were to mature on 31st January 2020 and it was important that this particular investment mature on the correct date in order that all three investments could be consolidated on the same date. It would be financially disadvantageous to have the proceeds from the other two investments sit idle while waiting for this investment to mature. Ms Cupido advised that, although it was her mistake for the oversight, there was nothing she could do and only her manager could approve a correction. Since that time there has been no communication with Ms Cupido ignoring my attempts to resolve this issue. Despite me advising Ms Cupido on 6th March that I would lodge a complaint with HelloPeter and also Nedbank Management if no response was received by 11th March, she has continued to ignore me.

Nedbank...……. what needs to be done to get your institution to correct their own mistake?