Incompetency and the worst customer service ever!

Nedbank when will you take responsibility and will hear us out properly? Over the last year, we have been patiently waiting for some form of action from your side after we reported the various ********** activities that summed up to a total amount of 39,000 Rand on our credit card. First of all we do not understand how it is possible to go over a limit of a credit card? The limit on our card was 60,000 rand. because of the ********** activities, it had gone up to nearly 70,000 rand. What is the use of having a limit on a credit card? We asked this question so many times and no one could answer us. We have visited the Nedbank branch at bedford center and have dealt with so many different people, Wilma, Tobi, Catherine… everyone who works there has gotten to know us and our story in the meantime. We have been a victim of ********** activities on our credit card. We reported this matter I believe in October/ November last year. We did not hear anything back. Somewhere early this year we followed up and unfortunately due to year end and the festive season our query was lying on someone’s desk and had not been logged. After pushing and harassing the employees of the Nedbank branch in Bedford center for weeks, we managed to get a case nr for the ***** that had occurred on our credit card. The case nr is 2017B0584. To our regret this case is still pending. We have been fobbed off by Nedbank. Early last year they took a large amount of nearly 12,000 rand from our cheque account. This was for the credit card repayment. We were so confused. What was happening? We were owed money because of all the ********** transactions, and now Nedbank was holding money from our Cheque account. Once again we went back to the Nedbank branch and a week later the money was credited back in the form of *****elent transactions that they owed us. Case was closed!! We were never refunded for the money that was taken unfairly out of our Cheque account, Nedbank also still owes us a big portion of the ********** activities. In June, we got a final letter of demand from the bank. To which we responded and explained all the above. We wrote in that email that we had been to the bank in Bedford center on many occasions, wherein we have exhausted every effort within our capacity. And now we are sitting with a letter of demand and legal pressure to pay the outstanding amount (big portion of the outstanding amount was *****) whilst we were told that our accounts would be frozen during the time of investigation. We said that we were prepared to pay off this amount in installments over 12 months, whilst dealing with the processes that need to happen to have the ***** solved. 1 week later Nombuso Thenjekwayo responded to our email informing us that they had calculated a special arrangement for the balance of R65,116.06 Rand. It was an arrangement for 12 months and the min payment was supposed to be R6180.00. We responded on the same day accepting the arrangement and asking for the banking details so that we could make the payment. 1 week later we received another letter from Nedbank demanding a min payment of 12,000 rand despite of the payment arrangement that was made with Nombuso Thenjekwayo. Needless to say that we followed up again with N. Thenjekwayo and once more we asked for the banking details. Despite of countless efforts to contact Nedbank to understand what was going on, N. Thenjekwayo only responded to our email nearly 1 month later!! Providing us with the banking details. We agreed with N. Thenjekwayo that the first payment was going to be made end of the month, which was supposed to be 30th of August. On The 28th of August we received a SMS notification that we had been legally handed over to Norton Attorneys!!! How was this possible. Here we are running after Nedbank and after nearly 2 months of pursuing them for their banking details we were handed over, we didn’t know it then but we were also blacklisted. We Found out of being blacklisted only in November after a summons was delivered. This is also very odd, we were in the middle of our payment agreement, paying off a total amount of R6820,00 as of august, note that the agreed amount with N. Thenjekwayo was R6180.00. So we were paying more than our agreement. This being said why was there a summons issued? We had been paying since august? We were in the middle of moving houses That’s when we found out that we were also wrongly blacklisted. We needed a clearance letter from Nedbank. We spent 2 full days sitting at the Nedbank branch in Bedford center hoping that someone would be able to help us, of course that didn’t happen. We were finally advised to contact the complaint department where we logged a complaint reference nr ********** 9. Now we were dealing with Mr Sicelo Thejane. We were calling him a few times a day. He also was fobbing us off. In the mornings he would promise us that he would have a letter by the end of the day. As the end of the day approached, and of course he had not called us back, we would be calling him to find out that he has left the office. Nice! After pushing from our side and harassing him a few times a day he finally told us that the bank could not give us a clearance letter as we failed to make payments on time and that the bank had no other choice than to hand us over legally! He attached a letter that was sent in May. That letter called section 129 letter was sent to a different residential address than we reside at. So we had not received this. We emailed Mr Thejane back and brought this to his attention. Also the fact that we are still waiting for a solution on the ********** transactions. Nedbank has conveniently forgotten about this. Now we are stuck paying off an account we have not run up, paying 10% attorney fees on each monthly payment R6820,00 and an 18,5% interest. It seems that no one wants to take responsibility. In the meantime we are effected financially and emotionally. Our name is wrongly blacklisted. We will take this matter to the OMBUDSMAN. And after reading the differenet stories on Hello Pieter, also concerning ***** cases, I strongly advise other people to stay away from Nedbank. Go seek another financial institution. Nedbank has the most *********** and wasteful customer service ever!!!