Cringeworthy customer service

I experienced completely apathetic customer service from multiple customer service agents, including their complaints department! On the 21st of January I placed an order using their rewards program (Greenbacks). The website marked the item as in stock and delivery within 5 to 10 working days. To date the item has not arrived. I dealt with multiple customer service representatives (including Azeera who promised to call back and never did) and from the first call the narrative was that this issue had been escalated and we are awaiting feedback from the vendor. On the 8th of February (so 18 days after I placed the order), I decided to log a complaint with Nedbank. They promised feedback within 24 hours. 28 hours later I got an email that Cindy Huyzer was assigned to this issue. After hearing nothing from her, 5 days later (13th Feb) I sent an email to follow up. No response. I phoned in and finally got a callback. Cindy mentioned that the issue had been escalated and they were awaiting feedback from the vendor! Today it is 26 days since I placed the order. I have heard from nobody since my last call 2 days ago. For the last 16 days I have been told that we are waiting for feedback from the vendor.

I am quite speechless. It seems Nedbank has ‘suppliers’ that can do whatever they want at the client’s expense. Even the complaints department seems unable to take any action. I have been a Nedbank client for most of my life. All my homeloans have been through them. I did not expect Nedbank customer service representatives to fail with such consistency! The complaint ref no. is CCM# ********** 0 The Greenbacks service query ref no. is ********** 3