Help even if it is not your Job, Going an extra mile to achieve good customer service, Treat the customers the way you wish to be treated.

on the 26th of Jan 2018, I visited Nedbank branch at Northgate to open a business account at around 16h35 and I was told that the business bankers/consultant or managers have left and I cannot be assisted being Sandra Masondo. we came back with my partner the following day the 26th of Jan 2018 and around 10h30 and we waited for around 20 minutes which is fair enough as there was only one business banker for the day.

Our turn came by and we approached the business banker of which it was the same Sandra Masango of whom I have spoken to the previous day of which she is the business banker and she recognised me from yesterday which is normal and I did not. while we were seated at her work station she then told us that she cannot assist us as our tickets number has been closed by her and that we must go and get our tickets, of whch we told her that we cannot do that however being good people we left her work station so that she can assist the customer she has already asked to come in of which she dismissed the customer within minutes of her consultation with her, we do not know of the technicalities of why the customer was sent back and it is not our problem.

We went back after that to her working station as it was our turn, she then asked us to produce the documents to open a business account, I then requested for her email so that I can send our company registration documents of which she refused. within that space while we were still negotiating with her as we had our documents on email one of her customer came in of which she called him by his name "Bongani" she then told us that sorry I cannot assist you gentlemen, she asked us to vacate her work station if which we refused to go while she was still insisting on us vacating her work station I myself asked to see the branch manager. she then told us that the manager is in her office that is where we should go, I told her that we will not go to the branch managers office, the branch Manager must come to us. while we were saying that she then called on security to come and remove us while the security was still asking what is the problem, she unplugged her laptop and went to another work station which was available so that she can help her important customer "Bongani"

We then left and went to the service host desk and we requested to see the manager, we were asked what is it that we would like to discuss with the manager I myself rep**** saying we are unfairly being treated and we demand to see the manager of which we were told that the manager is not around, we however redirected to speak to the team leader for sales her name is Portia Mthethwa"of which she tried calm down the situation however the bloods were already too high after being disgusted and being treated like we are number at Nedbank instead of being equal and treating customers fairly, I asked her to give me the branch managers name and email address so that I can address this with Him/her of which she gave me the branch email address, I then said to her there is no way the branch manager cannot have his/her direct email address and I cannot accept that. she then said ok but that is the only email I have.

She then asked us to produce the business documents to open the account and she gave us her email,of which we sent her the documents she then printed, and then she asked us if we can provide the letter for Directors shareholding, I said yes we can write and confirm the shareholding of our company, she then asked us to write a letter and put in a Logo or Company letter head, for God sake this is a new small business campany what you are asking for is not possible.

I advised her that we will write the letter here now confirming our shareholding, then they said no the letter will have to be typed. I asked and advised them that there is nowhere in FICA rules that say that letters have to be typed so that they can be accepted as the declaration of shareholding of which she did not have the response.

I then told Portia that ÖK"I will go and type the letter by then it was already around 13h15. she then said no we cannot help you today as the only lady that can help you is now gonna be knocking off at 13h30, I told her that I am not accepting that as we have being here since 11h00 now you are telling us that you cant assist us. she said there is nothing she can do, we then succumb to that theory.

I wish to state to nedbank that Sandra Masanga did not treat us Nedbank customers but she treated us as numbers. Banks pride themselves to be deliver better customer service than our government institution like Home Affairs or Traffic departments.

She showed no interest in representing Nedbank and go an extra mile to help, we did not even need any extra mile from her. You will then ask yourself why Nedbank gives their stuff emails and printers if they cannot use them to increase customer efficiency to deliver better customer service.

I then advised portia that that is not how banks works as I myself a banker of 10 years experience. Nedbank always looks for excuses to dismiss customers but not solutions on how they can help customers and put their bank on the map as being the best service provider in customer experience.

My observation is that Sandra Masondo has not interest in serving Nedbank, she does not have a Happy to assist customers, we understand that people can have a difficult day but showing no interest on the second day you meeting someone is not acceptable and she is no longer interested in serving for the bank.

I just hope she will find her passion again and not serve only customers that she knows but helps every customer for Nedbank.

kind regards Paul Ndlovu +27 73 ********** **********