Client service from hell

Dear Nedbank Customer Complaints Team,

I am writing to formally lodge a complaint regarding the extremely poor service I have received since opening my Nedbank Business Account at the Hebron Mall branch.

This experience has been incredibly frustrating and has caused me a great deal of anxiety. What should have been a straightforward banking process has instead become an ongoing situation where I have repeatedly had to chase Nedbank for assistance, while receiving little to no accountability from the people who were supposed to assist me.

When I opened my business account, I was not informed that I would be required to collect my bank cards from Soshanguve Crossing. I was told that Lerato, who was introduced to me as my banker, would contact me regarding the process. Approximately two months later, I am still waiting for that call. I have never received the promised communication from her.

I also specifically requested that an R80 Pay-As-You-Earn account be opened for me. Once the account was opened, I deposited R200 into it. Approximately two weeks later, I discovered that the account had gone into overdraft and I was threatened with being handed over.

This was extremely concerning because I had never been contacted by my so-called banker to explain anything regarding the account, nor was I given any explanation as to how an account into which I had deposited money could subsequently become overdrawn.

I contacted the Nedbank call centre for assistance and was told that someone would call me back. Once again, despite the promise of a follow-up, I never received a call.

Yesterday, I took it upon myself to physically go to Soshanguve Crossing to try and resolve the matter. Unfortunately, the experience there was equally disappointing. The staff member who assisted me was rude and showed very little understanding of my frustration. She contacted Lerato, who apparently told her to tell me that I must “fix my account.”

I would like to understand exactly what that means.

I am a Nedbank customer. I am not an employee of Nedbank, nor should I be expected to know how to diagnose or “fix” a banking account that has apparently developed a problem without any proper explanation being provided to me.

If there is an issue with my account, I expect Nedbank to explain:

1. Exactly why the R80 Pay-As-You-EARN account went into overdraft after I deposited R200. 2. What charges, deductions or transactions caused the account to become overdrawn. 3. Why I was threatened with being handed over. 4. What exactly Nedbank means when telling me to “fix my account.” 5. Why my designated banker, Lerato, has failed to contact me for approximately two months despite telling me that she would. 6. Why the call centre promised to contact me but failed to do so. 7. Why I had to physically visit another branch to try and resolve an issue that should have been handled by the banker assigned to me. 8. What steps Nedbank will take to ensure that this matter is properly resolved and that I am not subjected to further unexplained charges, threats or negative consequences resulting from an issue I have repeatedly attempted to resolve.

I am also extremely concerned about the attitude and level of service I have experienced throughout this process.

It is incredibly disappointing that customers continue to experience such poor service when banking in township branches. I should not have to wonder whether the quality of service I receive is dependent on the area in which I bank. I expect the same professionalism, respect, communication and accountability from Nedbank regardless of whether I am banking in a suburban, CBD or township branch.

What is even more disappointing is the apparent unwillingness of staff to take accountability for problems that have occurred under their watch. I should not have to repeatedly make calls, visit branches and chase employees simply to get basic assistance with my own banking account.

I am therefore requesting that this matter be escalated formally and that I receive a written response addressing each of the concerns raised above.

I also request that my account be investigated urgently and that I receive a clear breakdown of the transactions and charges that resulted in the account becoming overdrawn.

I opened this account expecting professional banking services from Nedbank. Instead, I have spent the past two months dealing with unnecessary stress, frustration and anxiety over an issue that should have been handled properly from the beginning.

I am utterly disgusted and deeply disappointed by this experience.

I expect Nedbank to take this complaint seriously, investigate the conduct and handling of my account, and provide me with a meaningful response rather than another generic promise that someone will contact me.

I look forward to receiving a written response and a clear resolution to this matter.

Kind regards,

Francise Motsepe