Conficting responses/feedback from Nedbank Homeloans

• On the 22nd of April 2018 I called Nedbank home loans wanting to know what the process was regarding a restructuring of a bond/home loan. • Currently my bond is on a 15 years term, I wanted to extend the term to 20 years . • I was advice by their call center agent to go to a branch with a copy of my ID and Pay slip. • I did that and when I got the Flora center branch I was assisted by one of their consultants by the name of Ray Mukhomi. • Instead of assisting me on what my request was all about he instead made me aware of another option which according to him was available to me to use in order to get the funds I needed. This as he put it to me was available funds from my home loan and even gave me a figure. • By this time I had already told him the reason for my request which, was and is still is extending the term of my bond. The reason being this will help me to pay a lower instalment and I will be able to save for a medical procedure which I have to do before the end of the year. I am in my sixties therefore the more I delay this, the more complicated it will become, also my medical aid does not cover it in full. • Nevertheless he said it’s easier, quicker and more valuable for me to get the funds as per his advice. • This gentleman works for Nedbank, in my mind he had my best interest at heart and his suggestion made sense to me. • We went ahead with the request and submitted accordingly. • On the morning of the 23rd I get a decline email from Nedbank home loans. I was furious, I was angry, all of this was due to the fact that I initially went to the bank for something else and was offered another option which I did not even know about. • I responded to the decline email from Nedbank but never got a response, then I called them. • Michael spoke to me, he advised that the 2 options are different therefore I would have to go back to the branch again and apply for the restructure. I was very, very angry and advised him that I am not going to the bank again as I had been there before but was advised about something else. I was on this call with him for a long time, he advised that he was doing some calculations for me to see how much my new instalment will be. Once he was done he gave me a figure. • Because I had already indicated to him that I was not going to the branch again he advised me that he will get the required documents from the consultant I dealt with at Flora and finalize my request. • By the 25th or 26th I called the bank again and spoke to Lihle, she checked the notes on their system and advised me that the request is still pending on Michael’s side no progress made. I was again on the phone with Lihle for almost an hour, eventually she said she could not find Michael but will liaise with Ray from the branch. • On the 26th in the afternoon as I was driving home Ray calls me and advises me that Nedbank requires me to complete another form and write a motivation as to why I need the restructure. It was the 1st time I heard about the motivation. I asked him to email me the form he agreed and said he would do that and copy the consultant from the home loans on the email so that when I respond I can also copy this person as he Ray will be on leave. • 27th I check my emails, nothing from Ray. • 28th I go to Maponya mall, got attended by Kabelo, who indeed confirmed that I had to complete the form but said he did not know why I had to do a motivation. I signed the form got home and emailed him my pays lip and copy of ID. • Today the 2nd of May I get a call from Michael who informs me that my request was declined. I got very, very angry and asked him a lot of questions, I also advised him that my request was now with Kabelo who assisted me on Saturday therefore I am not interested in what he had to say because he just abandoned my request • At the end of our conversation I asked him to send me the decline via email, up until now I have not received the email. • Around the same time I get an email from Ray (Flora center branch) with the form that I am supposed to complete and return back for the request to be finalized. • My question to Nedbank is if this is a decline, why was I taken through such a lengthy process, my hopes raised, asked to give reasons for the request and in the end told otherwise? Why did Ray send me a form after my call with Michael today? • Why is Nedbank playing around with human beings, what was the assessment based on if the documents were not sufficient?