Despicable Nedbank Branch Manager at Campus Square

Dearest Nedbank Customer Service,

We are deeply disappointed and frustrated with the service we received at the Nedbank Campus Square branch today. As a long-standing customer with a family investment account, we expected to be treated with the utmost professionalism and courtesy, in line with Nedbank's commitment to putting clients at the center of their business.

However, our experience today was far from satisfactory it was despicable . we arrived at the branch this morning to withdraw funds and complete the necessary FICA requirements. we were informed by staff members at Eastgate and Clearwater branches on different occasions that FICA needed to be completed urgently to avoid the deactivation of our account and the potential impact on our personal accounts as signatories.

Heeding their warnings, we gathered all signatories to meet at the Nedbank Campus Square branch today. However, upon arrival, we were met with confusion and a lack of assistance. Two different consultants approached us separately and asked why we were there, to which we explained our purpose of completing the FICA process. However, both consultants continued with their duties, leaving us waiting for assistance.

When our turn finally came, the teller on duty informed us that she couldn't assist us as we had not made an appointment. She claimed that the process takes two hours and she was the only one on duty, needing to help other customers. We were taken aback by this requirement, as it had not been communicated to us previously. When we asked where this information was communicated, she mentioned it was through internal communication, which seemed absurd as clients were being inconvenienced by rules they were unaware of. Furthermore, we were informed that appointments could only be made by visiting the branch, which seemed like an unnecessary inconvenience.

We requested to speak with the branch manager, Marlon Pillay, who approached us with an attitude and reiterated the same requirement for appointments. She also added that the same rule app**** to withdrawals and that we would not be assisted. When we questioned the timing of this rule, as we had made withdrawals at different branches without any such requirement, she became frustrated and alleged that we were screaming at her, which was not the case. We also asked why other branches had not mentioned anything about booking appointments. Marlon could not provide any communication of this rule and failed to justify the two-hour process.

At this point, we were extremely frustrated and demanded the contact details of Marlon's regional manager. Marlon walked away from us without providing any assistance! Another staff member, Antonette Isaacs, approached us and, upon hearing our issue, repeated the same requirement for appointments. When we asked for the communication of this rule, she referred to the teller, who again claimed it was an internal communication. We were astounded by this lack of transparency and proper communication.

Fortunately, Vicky Sibasa overheard our conversation and offered to assist us. He completed the process in less than an hour, confirming that he would handle the necessary administrative tasks after we had left the branch. We would like to express our deepest gratitude to Vicky for his professionalism and patience.

However, the overall experience at the branch was marred by the unhelpful and dismissive attitude of Marlon, the branch manager. her lack of customer-centricity and inability to provide clear communication and justifications for the rules in place were deeply disappointing. It is clear that Marlon is not a leader who should be trusted with customer relations. We are now considering moving our investment to another bank that can provide the level of service and professionalism we expect.

Additionally, the teller (I didn't get her name) who initially turned us away needs further training on how to handle customers. It is unfair to blame customers for the branch being understaffed, and it is essential for staff members to communicate requirements clearly and proactively. We wasted an hour waiting for assistance that could have been avoided if we had been informed about the appointment requirement beforehand.

Finally, I would like to highlight the disappointing experience I had with your call center. I called in search of the regional manager's contact details, but the call center agent was unable to assist me. I was kept on hold for close to 20 minutes, only to be told that the agent was experiencing system issues and couldn't find the information.

This entire experience has reaffirmed why none of us have personal accounts with Nedbank. The service we have received is appalling and does not align with Nedbank's commitment to putting clients at the center of the business.

We hope that this email highlights the serious issues we encountered during our visit to the Nedbank Campus Square branch. We trust that you will take our concerns seriously and address them appropriately.

We hope to see improvements in the future........... if we don’t move our account!