Incompetence and appalling service from Nedbank on all their channels

I would like to highlight the terrible service received from Nedbank regarding their send money functionality. I sent money on the 26th of March 2020 at 17h45. The “recipient” for the money didn’t receive the money. They could not withdraw the money from the Nedbank ATM on the day the money was sent. This was apparently because there were network issues and there had been issues and Nedbank had been receiving a high volume of queries as per the Balfour Mall Nedbank consultant. The consultant also asked someone to assist me at the ATM so that we can retrieve the money. This is was unsuccessful. She then advised that the reversal of the money would be done within 48hours.

The “recipient” engaged with a Nedbank consultant at Cosmo City by the name Lerato Segopa, trying to query this. The “recipient” was also advised that the money the money would be reversed and would reflect on my account on Thursday (02.04.2020). This didn’t happen, I then went to the Greenstone Mall and engaged with the call centre and an incident was logged and was apparently escalated with reference number ***8.

Today I went to the Greenstone Mall and engaged with Vincent and his manager from the call centre. They advised that the matter is being investigated and the call was then disconnected. I was referred to a branch consultant (Tumi or Thato) who then engaged with the call centre, I assume as well. He then received an email from the person that he was engaging with that I they should do an overdraft application. Which didn’t really make sense as I wanted the reversal of my funds. The matter was then referred to Ben who engaged with some consultants at the branch and we also engaged with Sandra Chetty from the call centre who sent a message to that the transaction was withdrawn on 26 March 2020 at 07:00:43 PM by Lerato Segopa and the money was withdrawn by the same consultant Lerato Segopa at 06 April 2020 at 11:28. This was the time I was still at the branch with Ben. I find it very surprising that the very consultants are not fami**** with their product knowledge nor does the left hand know what the right hand is doing.

I am so irritated and annoyed, about the inconvenience, the run around and the fact that the very Nedbank app is problematic.

They have honestly lost a customer in me.