*********** staff and poor service

I was called and offered an upgrade to private banking, which I gladly accepted because up till that point Nedbank service has been great. I informed the agent that I was out of the country on holiday and she shouldn't order new cards because I did not want to have any issues while away.

A few days later, I lost my Mastercard credit card which I had to use if Amex was not accepted and as you all know not everyone accepts Amex hence you issue 2 cards. I prefer to use my credit card because it's safer if that's the account that is compromised. I then requested a replacement card to be delivered to my friend to bring to me as she is flying my way. Everything worked well and delivery was confirmed as scheduled for the 31 August, until I got a message that I should collect my card at the locker in fourways when the couriers had agreed to deliver and I had selected the delivery option. As a result, I was out of the country without one of my bank cards and that is highly inconvenient if you can imagine.

Apparently, the reason for this is the number of cards that have been ordered against my profile. I had specifically stated that the additional cards should not be ordered till I returned to avoid this mess. Mind you, I have already paid the bank charges for the upgrade and for what? For me to be inconvenienced when I'm not even in the country. I might as well leave the bank altogether. This is not the service I expected.

Then she also miss heard my eventual branch selection which I said should be canal walk and she heard Kenilworth. I was allocated a private banker who contacted me and we cleared up the branch confusion which she then said she'd speak to the agent to fix it.

Then I start getting smses to collect my new bank cards and sign in Kenilworth.

I asked to be sent the call recording and escalate my matter to a supervisor which I have not received nor has anyone contacted me. I then whatsapped the private banker as we had chatted on whatsapp before and I got no response.

I don't know what you'll even offer me to stay. All this points to *********** staff and I can't be paying monthly, on time. I have never missed a payment in all the years banking with you. At this point I don't even know where my cards are.

I want this resolved immediately so that I can switch to another bank if you can't offer the service I'm paying for.