Disgustingly bad customer service!

Shockingly bad customer service from this bank. My brother has been trying for 5 MONTHS to get his cell number changed for online banking 'approve it' messages. He's overseas so cannot pop into a branch. He's done all the necessary paperwork and had a Teams video call with the Nedbank SOS department to confirm his identity. More than 30 emails later and they've still done nothing. Their standard response is 'We've escalated this to management and we'll respond when we hear back from them'. I don't think management exists because they haven't responded ONCE. He received an email this week from the complaints department saying they'd finally changed the cell number (after he'd emailed them a month ago to officially complain). When he logged on to his account the number was still the old one. And now there's no response from the complaints department either, even though he's both emailed them and tried to call them.

This bank is denying my brother access to his money. In my eyes this is absolutely ******** behaviour and Nedbank should be disgusted at the way they treat their customers.

If you pop into a branch they will apparently change the number while you wait. FIVE months with no progress?? Shame on you Nedbank.