Formal Complaint Regarding Restructure Loan Application (Ref#: ***2)

I am writing to express my deep dissatisfaction with the handling of my restructure loan application and the lack of responsiveness from Nedbank, which has caused me considerable frustration and inconvenience.

On 4 September 2024, at 16:31, I received an SMS from Nedbank offering a restructure loan. I promptly rep**** to this SMS at 16:53. However, I did not receive any follow-up communication.

To resolve the matter, on 23 September 2024, I visited your Seshego Circle branch to enquire about the status of my application. I was provided with a toll-free number to call, which I contacted at 15:30. The agent I spoke to assisted me with the restructure process and confirmed that my application was successful.

However, on 12 November 2024, at 10:55, I contacted Nedbank to follow up on my account and was informed that there was no record of my restructure application. The agent assured me that an email escalation would be logged to retrieve the call recording as evidence, and I was provided with reference number ***2.

Today, 25 November 2024, I contacted Nedbank again to follow up on the matter. I was informed that the issue would be escalated to a team leader. This ongoing lack of resolution and accountability is unacceptable, and my account has now been referred back to legal due to what appears to be negligence or incompetence on Nedbank's part.

This situation is causing unnecessary stress and could have been avoided if the restructure application had been processed and documented correctly. I request immediate action to resolve this matter and to ensure that my account is updated accordingly.

As a loyal consumer, I am disappointed by the poor service I have received. I urge you to treat this as a matter of urgency and provide me with a clear resolution timeline. Failure to address this complaint satisfactorily may compel me to escalate this issue further, including taking it to the Ombudsman for Banking Services.

I look forward to your prompt response.