VH
Vereena H
1 reviews | Active since Feb 2018
01 Feb 2019, 12:27
Lack and disinterest of Service Delivery and customer centricity/experience
Sunday 27 January 2019 I purchased electricity via the mobile Money app. I did not receive an sms with the token#, I called the call centre @ 10:35 that very morning. I called the call centre again on Tuesday the 29th of January 2019 @ 10:51 and requested an escalation with reference# ********** 8. Still NO token sms received! No one has made contact with me. Today I called the Call Centre - to be informed that nothing had been done to my issue or escalation; you are out of SLA, you don't contact me with regards to my escalation and you don't want to commit to resolving my problem! I want this issue resolved and my token# sms'd to me by 14:00pm today the 01st of February 2019.
Helpful (0)
Replies (5)0
Replies (5)
Nedbank's replyOfficial
01 Feb 2019, 12:49Dear Vereena Harwood
We value your feedback and note your concerns. Our Resolution Manager will be in contact with you.
Kind regards
Client Service Support
Nedbank's reply01 Feb 2019, 12:49
Official
Dear Vereena Harwood
We value your feedback and note your concerns. Our Resolution Manager will be in contact with you.
Kind regards
Client Service Support
VH
Vereena H's updateReviewer Update
01 Feb 2019, 18:09I missed the call at 13:54 on ********** 9, then I received an incoming call from ********** 084 at 16:49 and the call was dropped when I answered, I called back immediately at 16:50 and no one answered. I'm very unhappy, disappointed and I will escalate this higher - as the department that needs to resolve this apparently is closed over the weekend
VH
Vereena H's update01 Feb 2019, 18:09
Reviewer Update
I missed the call at 13:54 on ********** 9, then I received an incoming call from ********** 084 at 16:49 and the call was dropped when I answered, I called back immediately at 16:50 and no one answered. I'm very unhappy, disappointed and I will escalate this higher - as the department that needs to resolve this apparently is closed over the weekend
Nedbank's replyOfficial
02 Feb 2019, 10:20Dear Vereena Harwood,
We note your concerns, a resolution manager will be in contact shortly.
Regards
Client Service Support.
We note your concerns, a resolution manager will be in contact shortly.
Regards
Client Service Support.
Nedbank's reply02 Feb 2019, 10:20
Official
Dear Vereena Harwood,
We note your concerns, a resolution manager will be in contact shortly.
Regards
Client Service Support.
We note your concerns, a resolution manager will be in contact shortly.
Regards
Client Service Support.
VH
Vereena H's updateReviewer Update
04 Feb 2019, 10:10Thank you very much for resolving the issue and to NicolasG and the Client Services Team for the follow-up call and detailed feedback - it is appreciated.
VH
Vereena H's update04 Feb 2019, 10:10
Reviewer Update
Thank you very much for resolving the issue and to NicolasG and the Client Services Team for the follow-up call and detailed feedback - it is appreciated.
Nedbank's replyOfficial
04 Feb 2019, 10:11Thank you for the feedback.
Regards
Client Service Support.
Regards
Client Service Support.
Nedbank's reply04 Feb 2019, 10:11
Official
Thank you for the feedback.
Regards
Client Service Support.
Regards
Client Service Support.