Hanging up on client. Staff not understanding their processes

Nedbank need to review its process of helping customers. Time on the call still not helped: I have spent 5minutes31seconds on the phone. Each time I was rerouted, I was prompted to type my *** number.

Hanging up on a client The consultant hung up on me without helping me. I asked her how to check my Nedbank Connect balance. She said she cannot help me without me giving her my *** number.

Staff not understanding their process I explained that "I don't need her to check anything on my profile. I just want to know what to do to look at my own balance myself". She said she couldn't tell me without my ***. I explained I already typed my *** 4 times. I asked what was the point of that step being completed on my side only for it to be asked to repeat it verbally to get information that is not confidential. I said, "what was the point?" She said "give me your ***". No matter how I asked the question, she rep**** with "give me your ***." I know she was not AI because she had an attitude when she told me she was hanging up.

Time of call: 8:17 on 17 September 2026 Name of staff: Nokwanda or similar