Exceptionally Poor Customer Service - Greebaks Card from Eunice Mthembu

My Dad ordered his Nedbank green backs card and on the 10th of March 2023 and asked for this to be delivered to the stated address on mail. A response to this mail was only received on the 18th of March 2023 from Eunice. This is over a week with no feedback. On the 18th of March 2023, My Dad stated he would like the card delivered to his home address in South Africa and would like to request that it be delivered to me (His daughter). On the 23rd of March 2023 Eunice asked for my contact details and the number was provided on the 23 March 2023. We had no feedback again and followed up on the 30 March 2023, another week gone. Eunice responded on the 31st of March 2023 to say that they have try to contact me on the number provided but with no luck, to which I confirmed I had not received any calls. Through this we discovered that my contact details were given to Eunice incorrectly.

In a week between the 23 March 2023 – 30 March 2023 , Eunice had not bothered to check as to why the card had not been delivered. If we had not followed up on our own, no one would have picked up the number is incorrect.

The correct number was then provided to Eunice on the 31st of March 2023 at 9am.

Eunice Then went on leave from the 3rd of April 2023 and had not bothered to correct the number for the card division to make contact and neither did she hand over or let us know who we can contact in her absence. In an attempt to get assistance my Dad emailed Diana Perumal his Private Banker and to date Diana has not had the courtesy to even respond to the mails requesting assistance.

We then followed up with Eunice again on the 11th of April 2023 when she was back from leave, and she responded on the 12th of April 2023 to say she has escalated the issue. Again, she responded after this to say they have tried to call and there is no answer. To which I then again responded that I have my phone with me and have received no calls. She responded to say she has realised that they are still using the incorrect number. This means that from the 31 March 2023 to the 12 April 2023, no one had bothered to correct the contact details. To date no green backs card has been delivered and I have still not received a call to arrange delivery.

This has been to date the most disgusting customer service we have ever received from Nedbank. It has been a painful back and forth process for over a month to just get a green backs card. Something so simple. Two weeks after having received the corrected contact details and still no card delivery. Absolutely disappointing and unbecoming of Nedbank.