Extremely disappointing service on a simple request

Good day,

I'm extremely shocked and disappointed at the service I have received from 3 Nedbank branches over a simple request.

Scenario; I transferred funds from my Nedbank account to my Capitec account on 2017-11-24 and the payment was duplicated by the Nedbank system by error. This payment was then recalled by Nedbank on 2017-12-20 after my salary went into my Capitec account.

I then went to apply for credit at another institution where they requested me to provide a letter confirming that the debit off my Capitec account ( the recalled payment) was a reversal of a duplicated payment as it will affect my affordability seeing as they check all debit orders going off my account. 1) I went to Nedbank-Ghandi Square and they could not assist saying that they are a small branch and there are some things that they do not do. 2) I then went to Nedbank- Roodepoort and they still could not assist as the consultant had no idea what I was taking about ... shocking to say the least. 3) I then went to Nedbank-Fox Street JHB and the lady that assisted me advised that she will request a letter for me (after making several calla and sending an email to someone in another department with my statements attached). I was then promised that they will get back to me telephonically with feedback and till this day ...... I'm still waiting!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! They could not even give me a TAT and that is very strange for a customer service related queries and/or requests.

i work in customer service m,y self and know that there has to be SLAs in place and TATs should be communicated to clients. I fail to understand how a letter can be so much of a problem for a bank as big as Nedbank. This is a very huge service failure and i do not think I will have any further dealings with Ned bak afet struggling to get a simple leter since 2017-12-20 to date.

I'm really disappointed as my credit application with the other institution could not be processed and completed on time due to Nedbanks failure to assist on a simple request that can be resolved within minutes

I hope someone gets back to me today or I will be left with no choice but to escalate this further and post on societal media as well.

-A very disappointed customer