empty promises & non service delivery

Since the 07/01/2021, when I app**** for a credit card with Nedbank: They have been making empty promises of "3-5 working days you will have your card" and "your documents are in order". Thursday 14/01/2021 they apologized and said I can collect my card on 18/01/21 from the branch. Then Rene denies promising me this and gets angry with me, because I informed her that I recorded all our calls already.

I have received a policy schedule and also a statement for this new account, on 18/01/2021. And I am now addressed in a different name of mine to what I provided and confirmed as preferred. My names are all on my ID copy, but I am allowed to say which name I prefer. According to Rene, I have to go and update all of these matters at the branch itself, after providing her and card division with all of my RICA documents.

Now it seems they lost my card before it has reached the branch... or Something? In the mean time, (yesterday) Rene Naidoo further promised to confirm with me telephonically and via email what is happening with my card "before closing time, I promise".

So after closing time yesterday at 5pm, she phones me incessantly (on repeat) 16 times. I charged my phone because I knew I would have some load shedding when I got home. Turned out, due to Rene not phoning me before end of business yesterday, and 16 times non-stop, she drained my phone's battery. And I could not even charge my phone again and had to pray my alarms go off for work this morning to wake me up! What does she say again: "yes, sorry, but..." Then she promises to confirm via email (telephonically today) that she will confirm what day and time my card will be ready for collection at the branch "Wednesday". Today I did not explain to her this additional predicament, she also created for me, as friendly as I communicated with her previously. However, she does not like owning up to the promises she made me, or me asking her frankly on what is actually happening here.

So when I ask "Rene is that tomorrow, Wednesday or next week Wednesday?" she does not answer me. (Remember I app**** on the 7th of january 2021). Then she just says: "oh but you will have to hold so I can get my supervisor", when I ask her why she says no she has to. (no reason provided). So I say to her(Rene), Sorry Rene, that is not acceptable. Because I am busy working at the office and expecting a business phone call. But she goes and cuts me off and puts me on hold in any way. I had to drop the call. What type of bank is this? She still has not confirmed anything via email. So far, nothing she has promised me, has materialized. It has been 11 working days, to date 19/01/2021...

Rene Naidoo works for Nedbank Headoffice. Again, I still have not received confirmation of when to apply for leave to go fetch my new card. Saying Sorry is not acceptable as there is no actual result provided. We are all responsible for our jobs. So Lock down levels 1 to 5 or not... This is no excuse. 11 working days? And then you still keep me in the dark about the progress. No reply on my emails. Forgive me please for being difficult today, but I cannot comprehend this.