bullying by the Nedbank staff and inconsistency of billing systems

unsatisfactory customer treatment and inconsistency of billing systems. We recently took out a Nedbank building loan since they had offered a better rate even though other banks were prepared to beat the rate we continued with Nedbank since i had a relationship with Nedbank through my real estate agency. i was the biggest supporter and won the 2nd supporting agent at their affordable housing awards.

the problem started when the stand registered and we were never billed and we would follow up with the call center on a monthly basis and consultants would confirm the account was up to date this continued for 4 months with us calling at least twice a month. The surprise came when we were told we are four months behind which we were told to pay or our progress payments would not be paid out. we paid 50k to update the account which was a setback to our finances, we then requested recordings with consultants to no avail to date.

late last year we decided to finish building from pocket and fell behind with payments knowing we had money left from the building loan and it would be offset from the bond. when then called in(Lebogang from building loan) to request final payment withdrawal we were advised we have a surplus and outstanding can be set off from the surplus we just need to submit documentation which we did, to our surprise Nicole Peterson responded on email with a shortfall of over 80k which is not mentioned anywhere on all statements we received from Nedbank. We then called in trying to understand the figure which the conversation went south and ended in a heated argument whereby she advised its how the back office system calculates and we must pay in money and stop making up stories (please listen to recordings) on how interest should be calculated. which statements she shared with us were the same statements that did not reflect the shortfall. we requested her to escalate since the statement provided by her and the call center are the same but her back office system shows a different amount and she refused rudely so. Her way of communicating with us came across as bullying, her way or the high way.

Please assist as this account is affecting us negatively with the bank, the matter has been ongoing since 1st February to date with no resolution. Every day spent on this matter is interest charged and we intend to file a complaint with the banking ombudsman depending on how the matter will be handled from now onwards.