Disrespected by Nedbank Durban North branch

Good Day,

I am writing this post with utter disappointment in the service I received from your Nedbank branch in Durban North ( Adelaide Tambo Drive).

About 2 years ago I came into some funds and wished to invest it. I visited many banks requiring the interest rate and finally chose your bank as it had the best rate. I have never had an account prior with you guys.

I went into the Durban North branch and expressed my wishes to invest a large sum of money. A gentleman helped me open the account and advised I was only allowed to put in the funds into a fixed deposit after 24 hours. I then visited the branch the following day for assistance to open the fixed deposit account as my money was now cleared in the Nedbank transaction account. The lady at the door downloaded the app and opened the fixed deposit and transferred the money into the fix using my phone.

Now almost 2 years later I am hit with a hefty tax repayment and wanted to view my options as I do not have the money to pay this huge tax amount. So I visit the Durban North branch last week requesting advice on how they can assist. Should I need to unlock the investment or do a partial unlock just to pay SARS or is there another option. The lady advised I would have to wait for the financial adviser Amy to contact me.

I have just been discharged from hospital, still in the hospital premises when Amy calls me (mind you she did not call, I had to call her and then she returned my call). I explained my need for advice and she started shouting at me like I am a child stating "who opened your account, I cannot assist". I still requested assistance and then she made an appointment for the next day.

Now the appointment day, I am greeted by a lady at the door who asked me to sit in the waiting area. Amy walks up and down ignoring us till another consultant asks us who are we waiting for and then she directs us to Amy who seemed oblivious to the fact that we were seated waiting for her.

Amy told us yet again there is nothing she can do and any other info had to be obtained from a bank consultant as she does not know the Nedbank processes.

We then ask for a statement of the investment which she provides and walking out we ask another consultant a quick question on the turn around times of unlocking the investment. I have never met such a rude lady before, I didn't get her name as no one in the branch wears name badges ( she is an Indian middle aged lady sporting a green dot). She rudely dismissed us and stated that it was done on the app anything we need to do to release it must be done on the app, it has nothing to do with her. The tone of her voice was so displeasing and she was so arrogant, she basically left us unanswered and we had to leave.

As a customer I have been totally disrespected and humiliated by the Durban North branch. I understand the investment was done on the app however I was in the branch where your consultant touched my phone and did the investment and I'm sure you can pick this up as she kept entering some sort of like an employee code when doing the investment.

Besides your processes around unlocking an investment, the service is pathetic in that branch. Not one employee showed empathy. I am actually unlocking my funds and investing it elsewhere. There is no customer service whatsoever in that branch. I am not a child, I am 57 years old, I don't appreciate been yelled at and mistreated.

I would like to know what action will be taken with those 2 employees at your Durban North branch.