Loan Application

I am very disappointed with Nedbank Services the call centre and the branch I went to. I struggled to get a loan with only a copy of my ID, I phoned the Nedbank Call Centre (where calls is recorded) and asked them if I can use my temporary ID where the call centre consultant said yes to me over the phone. So I got my temporary ID and took it to the branch where I submitted my loan request. Now bare in mind this is a bank that I have been banking with for years!! The consultant at the branch that assisted me was not very friendly nor helpful, he send my paperwork through to a higher person that would have expedited the request. The day after I received a phone call from the consultant telling me that the person who is suppose to expedite my request is not available, I asked him for the details so that I can contact them myself but he refused to assist me. I emailed my affidavit through to them and proof of payment of my ID smart card request but still no luck. A phone call from the consultant again where he just told me "sorry it did not work" !!! Really is this the kind of assistance that a Nedbank client should sit with????? The consultant at the branch did not even have the decency to sit straight up his chair when I was there. He did not even had the proper welcoming attitude to me as a client!! Now what I want to know is why does the call centre say yes to certain stuff and the branches say no ????? Do they even know the policies ??? I am disappointed and will change banks very quickly!!