Complains on homeloan

Good day

I'm writting to bring to your attention concerning a matter regarding my experience with the H.loan department. On the 27/09/2024 an sms was send: we will process your homeloan September 2024 payment on the 27/09/2024 too match your salary date ,OPT OUT to keep your salary date ,I then Responded by OPTING out .

I was very disappointed when I received a notification that R5727.29 went off twice on the 27/09/2024 , as my current account was low account balance of R11 572.00.

I then contacted the call centre and spoke several times after this transpired as my concern was I opted out however the system still tracked the installment and arreas . The issue was that on the 30/09/2024 , I needed too make an eft payment of R6034 to my nedbank account, inorder for my homeloan installment aswell as my polices too track ( however do to those 2 amounts not clearing off , it might affect me negatively. Please note for the month of August the same message was send however I was adviced it was technical message and they were able too reverse the installments accordingly.

On the 30/09/2024 I continued to query ,I spoke to an agent that adviced me that due to my nedbank homeloan account being in arreas, I don't have an arrangement in place, that resulted in the system creating that arrangement for me . I then adviced the agent that moving forward I'm willing to make an arrangement of An amount of +- R250 on a weekly basis effective from October ( depending on my affordability, it will be done twice a month , aslong as I can make an effort in paying amount towards the homeloan . I emphasized I'm concerned as when transfer that amount R6034, the system can track as the 2 payments were not cleared . Another Agent adviced me that I can proceed to transfer, and it won't affect me, Immediately I transferred an amount of R6034 into my current account immediately the system tracked the whole amount.

Please note this process inconvenienced me as I had to make manual payment on both of my policies, as I didn't want to default . I received messages that payment of R3283,06 and R1314,27 ( internally affected, available balance is R876.18 till now ,

Nb : On the 3/10/2024 I received message from nedbank that my new installment is R5729.00 ,however on the 20/09/2024 Nedbank notified me via sms that: The Repo rate was changed and that new installment will be R5,652.36 effective from 1st October 2024.

Despite my attempts to solve this query with some agents ,I did not get satisfactory responses , especially yesterday when I was addressing my issue , the line disconnected and then I was expecting a call back however with no attempts, I had too recall the contact centre , I asked the agent too put me through to the same agent, however the call centre agent said ,they were notes drafted ( it was disappointing as you spend time calling and explaining but one is still unable to receive a solution. )

I trust you will give due consideration to my complain and appropriate action to resolve it at the earliest , as I do value my relationship with nedbank .

Thank you for your attention to this matter ,I look forward to a prompt resolution and a positive banking experience with the homeloan collection

Lebogang *** Nb : On the 3/10/2024 8