Extremely disappointed with Nedbank Legal – Urgent settlement letter delayed

TS MONGANE ID *** I am extremely disappointed with the service I have received from Nedbank Legal. On Monday, 31 August 2026, I contacted Nedbank to request my loan settlement letter and clearly explained that the matter was urgent. I was advised that the request would be attended to. I was also advised that the settlement letter would reflect a 30% settlement discount, which is an important reason why I urgently need the letter within the required timeframe. When I had still not received the settlement letter, I followed up again on Wednesday, 2 September 2026, and was told that the settlement letter would be emailed to me. I called again this morning, Thursday, 3 September 2026, to follow up, only to be told by a consultant that she could not escalate my request because I was apparently supposed to have been informed that the turnaround time is 14 days. My concern is that this 14-day SLA was never communicated to me when I initially requested the settlement letter on 31 August, despite me clearly explaining that the matter was urgent. I was instead given the impression that my request was being processed and that the letter would be provided. I explained to the consultant that I have sourced financial assistance to settle the account and that the person assisting me requires the settlement letter before Friday, 4 September 2026. If I cannot provide the letter in time, I may lose this opportunity to settle the account, including the 30% settlement discount that Nedbank advised would be reflected on the settlement letter. Instead of trying to assist or escalate the matter, the consultant was rude and repeatedly told me that I must simply wait for the 14-day SLA. To make matters worse, while I was trying to explain my situation, she disconnected the call on me. I find this treatment extremely unprofessional and unacceptable. I understand that Nedbank has processes and SLAs, but customers should be treated with respect, and important information regarding turnaround times should be communicated upfront. I am requesting that Nedbank urgently investigate this matter, escalate my settlement letter request and provide me with the settlement letter before Friday, 4 September 2026, so that I do not lose the opportunity to settle the account on the terms that were communicated to me. I would also like the conduct of the consultant who handled my call on 3 September 2026 to be investigated. Nedbank, please urgently assist. I am genuinely trying to settle my account, and I should not lose a significant settlement opportunity because of delays, poor communication and the way my request was handled.