Gross Management Failure & Useless Escalations – Nedbank Client Resolution / Digital Support

I am logging this formal complaint regarding the appalling level of service, incompetence, and broken promises experienced while dealing with Nedbank’s Client Experience Resolution Manager, Lungile Kunene, and the wider support team. For over two months, I was locked out of my digital banking app due to an unjustified profile suspension. Despite repeatedly emphasising that I would not spend my personal time visiting a branch to fix a back-office/IT mistake, Nedbank continually bounced me around, offered useless excuses, and demonstrated a complete lack of basic customer care. Key Issues Experienced: Unkept Commitments & Missed Callbacks: After failing to assist for weeks, Lungile arranged for an agent to call me at a specifically requested time (12:00 PM). Nobody called. When I brought this up, I was again asked to provide a "convenient time" for a call, only for them to fail again. Complete Lack of Accountability: Lungile Kunene, acting as a Resolution Manager, took zero ownership of the issue. Instead of managing the case effectively, I was left following up constantly while receiving late Friday afternoon emails right before knock-off time to avoid dealing with my response. Pointless Bureaucracy: I was repeatedly told that my profile could only be unsuspended at a branch. Yet, after weeks of unnecessary friction, escalating to the National Financial Ombud (NFO), and immense frustration, the IT/Digital team suddenly managed to unsuspend my profile remotely on the backend—proving that sending me to a branch was unnecessary all along. To Lungile and Nedbank Management: I have managed to reset my credentials via "Forgot Password" on the online platform and regain access to my app on my own. You failed completely as a manager to manage your team or get an agent to follow through on commitments. DO NOT CALL ME. I am stating unequivocally that I do not want, need, or require any callbacks from Lungile Kunene, any resolution manager, or any Nedbank agents regarding this matter. This review serves to document your pathetic service failure publicly.