Ignored by Nedbank and Refusal to take responsibility

I am so disappointed. Its been months where Nedbank cannot resolve our query. My husband was Retrenched due to COVID, app**** for Relief or against his retrenchment policy at Netbank. On Application, Netbank decided to cancel the debit order without any further communication you trust that the action is resolved as no debit order is deducted. They decided after 4 month they just going to re-initiate a double debit which is against the new Debi Check rules. The first query from my husband, they immediately refunded him the one installment then the next month the same happened. See email responses, last email sent Thursday, September 9, 2021 2:33 PM and no response. Now they claim the account is up to date however for several months we had to pay double installments. How????? Who can afford double installments.. you trust your bank to ensure they look out for you. --------------------------------------------

Thank you Marius, Apologies for him missing the call. He has been on the road seeing customer.

Marius we are not happy with the response. Our questions is still not being answered and no seems to resolve the full complaint for us. • Marius, do you think that anyone, if they were retrenched would be in a position to make double payment? IF the Retrenchment Claim was declined in October only – why should the client be held liable for Nedbank cancelling the debit order? After my husband was in-instated we are still recovering financially. This was not something we asked for! • IF the Debt Relief was not approved, why have Brandon not received any email or call from Nedbank to confirm? • Lastly, how was a double debit order implemented without having a conversation with the client and why did you previously do a refund.

It seems like some departments are not speaking to each other. In light of everything that was said in my previous email, the proof of communication and all the stress that we had to endure. We need you come back to us and confirm how you going to remedy this. Two x installment deducted again at the end of August which means we are more than R3417 out of pocket.

We need urgent feedback and we are giving you an opportunity to fix this before we explore out next step.

Simorne Jagers

From: Fourie, M. (Marius) <***> Sent: Thursday, September 9, 2021 2:07 PM To: Simorne Arendse (ZA) <***ca>; Brandon Jagers <***> Subject: RE: Brandon Jagers - Complaint -CCM ***4

Good day Mrs Jagers

I was unsuccessful in contacting Mr Jagers on the 07/09 at 13:06. I then forwarded the attached feedback via email.

Kind Regards

Marius Fourie

Client Service Manager| Client Experience | Nedbank Limited

1st Floor, Nedbank Kingsmead Campus, 90 Bram Fischer Road,Durban 4001 South Africa PO Box 1144, Johannesburg 2000, South Africa T *** @ *** Website nedbank.co.za

From: Simorne Arendse (ZA) <***ca> Sent: Thursday, 09 September 2021 13:49 To: Brandon Jagers <***>; Fourie, M. (Marius) <***>; PL Admin <***> Subject: RE: Brandon Jagers - Complaint -CCM ***4

CAUTION - EXTERNAL SENDER - Please be careful when opening links and attachments. Nedbank - IT Information Security Department (ISD)

Good Afternoon Marius It has been 9 days today since our complaint was logged and no feedback. Can you please provide us with feedback before COB today. Thank you in advance Regards Simorne Jagers

From: Brandon Jagers <***> Sent: Thursday, September 2, 2021 11:50 AM To: Simorne Arendse (ZA) <***ca>; Fourie, M. (Marius) <***> Subject: RE: Brandon Jagers - Complaint -CCM ***4 Good morning Marius Thank you. Please not that the contact number you have on record may be incorrect. My number is *** Kind regards Brandon Jagers Sent from Yahoo Mail on Android On Thu, 2 Sep 2021 at 7:38, Simorne Arendse (ZA) <***ca> wrote: Good Morning Marius Fourie Thank you for your email. Brandon will await your call and further feedback. Regards Simorne Jagers From: Fourie, M. (Marius) <***> Sent: Wednesday, September 1, 2021 7:44 PM To: Simorne Arendse (ZA) <***ca>; *** Cc: Fourie, M. (Marius) <***> Subject: Brandon Jagers - Complaint -CCM ***4 Dear Mr and Mrs Jagers Thank you for raising your concerns with us which has been logged under complaints refence CCM ***4. We apologise for any inconvenience experienced, The matter has been escalated to the relevant department for investigation and feedback will be provided once received. I will also be in contact with Mr Jagers . For ease of referee please find my contact details below Kind Regards Marius Fourie Client Service Manager| Client Experience | Nedbank Limited 1st Floor, Nedbank Kingsmead Campus, 90 Bram Fischer Road,Durban 4001 South Africa PO Box 1144, Johannesburg 2000, South Africa T *** @ *** Website nedbank.co.za From: Simorne Arendse (ZA) <***ca> Sent: Tuesday, 31 August 2021 12:00 To: Client Feedback <***>; Nedbank Contact Centre <***>; Govender, P. (Prenisha) <Preni*******>; PL Admin <***> Cc: '***' <***> Subject: FW: CCM: ***8 PL DOUBLE DEBIT ===FRUSTRATED CUSTOMER==== Importance: High CAUTION - EXTERNAL SENDER - Please be careful when opening links and attachments. Nedbank - IT Information Security Department (ISD) Good day Refer trail mail and attached email. I want to log a complaint on behalf of my husband – we are married in community of property so this concern me. 1. Refer the attached email, my husband app**** for “debt relief assistance” last year on his personal loan as he was unable to work for 6 months after a major contract with his company was cancelled. He received the attached email and his debit order immediately stopped. No feedback from Nedbank indicating how the relief works or even how the months that he is unable to pay will be repaid. He assumed that the retrenchment benefit or the relief was resolved as Nedbank stopped the debit order after the receipt of the email. In December Netbank started deducting double debit orders via Naedo’s and after logging several complaints telephonically and even getting a refund the one month the same happen the months thereafter. This put allot of strain on us financially as my husband in order to be re-instated at work had to take a salary cut and as we all know all household expenses went out. 2. He then in June after a frustrating 6 months, made contact with the Ombudsman who referred him back to Netbank to address the debit order issue, this is where the trail mail comes as proof of him logging the complaint come in. He received an email back from Prenisha Govender that the query is attended too and that the request has been declined due to the high arrears on the account. My question is as follows: a. My husband never agreed for double debit orders. How did Netbank decide to initiate double debit orders after they stopped the debit order and after mu husband app**** for relief; b. Why is the account not brought UTD and how did the relief work, no one ever called my husband to explain this. I would have expected more from a reputable bank as Netbank; c. If this is called Debt Relief, how do you expect a customer to come up with double payments if they couldn’t pay before, are you not placing him in a position he is now overindebted because of your mistake; d. There is a request for a bank statement and a motivation, why? Can you not see when he did not pay and that you stuffed it up by cancelling the debit order and corresponding with your client; e. Another issue that just doesn’t make sense to me, how did you deduct double in June and refuse to refund and in July none – this exactly after the complaint was raised??? You have put us in a very difficult position financially in the mist of this pandemic and the kicks we had to endure. My next step should most probably be Ombuds after this again and the NCR to confirm if this practices is legal. Me working for a Collections department I have never seen such poor communication with no real explanation. Our request is as follows: • 2 x refund for the June and August; • Fix your relief problem where you bring the account up to date and my husband continue to pay installments monthly. You welcome to extend the term in order for him to make up for the relief period; • Write bank all cost and charges effective from last year when you put us in this situation; • Ensure that Neado 2 x debit order is changed to 1; • Salary date is the 1st and that was the debit order signed for, however with this Neado debit order the debit order is tried for deduction from the 25th which causes unpaid debit order and R150 per unpaid as there is no funds in his account at the time. I should actually ask for a refund of this as well seeing that you are placing us in this situation Very frustrated customer. IF no feedback and resolution of this complaint within 2 days. I will post this email to social media, Ombud and what every platform I can find to ensure we are treated fairly. I am still looking the CEO email address to email him directly. My husband can be called on *** with any queries however we expect a response via email for record keeping. Regards Simorne Jagers From: Brandon Jagers <***> Sent: Tuesday, August 31, 2021 10:52 AM To: Simorne Arendse (ZA) <***ca> Subject: Fw: CCM: ***8 PL DOUBLE DEBIT Sent from Yahoo Mail on Android ----- Forwarded message ----- From: "Govender, P. (Prenisha)" <Preni*******> To: "***" <***> Cc: Sent: Mon, 19 Jul 2021 at 16:14 Subject: CCM: ***8 PL DOUBLE DEBIT Dear Mr Jagers, I trust you are well. I am attending to your complaint logged and the request for the debit order reversal. Please note that the refund was declined due to the arrears on account being too high and there is no arrangement in place. In order for us to consider the refund a 3 months bank statement together with motivation needs to be sent to us. Also confirm why you are not able to make an arrangement for the arrears. Kind Regards Prenisha Govender Client Service Manager | Client Experience | Nedbank Limited 90 Bram Fischer Road Durban 4001 | Kwa Zulu Natal South Africa T +27 (0)31 *** F +27 (0)31 *** @: preni******* Website : www.nedbank.co.za THINK BEFORE YOU PRINT - At Nedbank we are committed to minimising our environmental impact and encourage the preservation of natural capital ******************** Nedbank disclaimer and confidentiality notice: This email may contain information that is confidential, privileged or otherwise protected from disclosure. If you are not an intended recipient of this email or all or some of the information contained therein, do not duplicate or redistribute it by any means. Please delete it and any attachments and notify the sender that you have received it in error. 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