Misdirected at Maponya branch-charged R99.99 fees despite requesting downgrade

I am a Nedbank client and I visited the Maponya branch in early April 2026 to downgraded my account. I explained that I’m currently unemployed and cannot afford the R99.99 maintenance fee.At the welcoming entrance a staff member told me to sit and wait.After 2min the same person returned and told me we do not do that at the branch call ***.I left without help,having spent money,time to get to the branch.im unemployed and cannot afford airtime easily.i was forced to pay R99.99 in April and again in May because the downgrade was not done. Yesterday I called *** using my own airtime.The agent Sibusiso helped me but it was not successful he took my details and he asked me to do that at the branch I told him I was there they said they don’t do that I must call he said that’s not true that the branches cannot do account downgrades. This shows I was misdirected.Hence I called yesterday may you confirm my account has been downgraded to a zero/low fee account and please address why Maponya branch staff are giving incorrect information and making the client pay to call. I have been a new client but the service has been poor.please resolve this urgently.

Sibulelo Nkonki ***