Nedbank - ACCOUNT FROZEN

On Wednesday 26 February 2020, I received an SMS with a Reference number, requesting that we visit our nearest Nedbank branch to verify our account details due to FICA restrictions to be placed on the account. I immediately contacted Carlene Scott our small business manager at Malmesbury Branch to find out what this was all about as we only opened this business account 8 months ago and submitted all documentation. She informed me that she will sort this out as she still has all the documentation. She also said that Nedbank is switching over to a new system and that they are experiencing a few problems. It needs to be stated that I have never been contacted about FICA related issues with this account. The SMS was the 1st contact. The next morning, Thursday the 27th of Feb, the account is frozen. We are unable to make payments via EFT or card payments. I tried contacting the Nedbank Malmesbury branch telephonically but was unable to get a connection to anyone. I send e-mails to Carlene Scott to contact me urgently. Apparently, even if you dial the branch number, you get directed to Nedbank's central switchboard, who then transfers you to the branch. Whoever answers the phone, and I spoke to about 5 people that day, they don't know a "Malmesbury", you have painstakingly spelled the name and then they still can't get it right. And after all that, nobody, and I mean nobody answers at the Malmesbury branch. Then they want to take a message and apparently they (this is the switchboard person), then send an email to the relevant person who will "immediately contact me" This did not happen, and I spend most of the day trying to get someone to listen to my story and give assistance. Carlene Scott e-mailed me at 14:27 that she did the FICA verification the previous day and it was "successful", "but there is however a system problem to remove the hold, I have escalated this matter as high urgency to our IT department, and awaiting their feedback" The Friday the 28th of Feb, account still frozen, it's a Friday, it is end of month and it is end of book year. We were at the mercy of Nedbank, who is holding our account hostage. It is now Saturday the 29th and Carlene Scott is now e-mailing to say there is a note about CK documents, she is not sure what it means, and is now requesting a Full Disclosure Certificate on the CC. I will have no choice but to wait until Monday to see what will transpire. I have no hope whats or ever in Nedbank. 1. Who gives client's 2 hours notice regarding documents to be submitted or the account is going to be frozen. There was no prior communication. 2. Why is it impossible to speak to your bank branch directly even if you call their listed Telkom line. 3. Why is nobody in Malmesbury branch answering their phones 4. Why must the customer be inconvenienced if Nedbank change systems, they make so much money, surely they are using the best IT people in the business 5. Why is there a need to submit documentation after 8 months, we had to jump through hoops and submit every last document before the account could be activated 6. Who is going to take responsibility for the loss in business 7. WHY IS THERE NO ANSWERS OR EXPLANATION WHY THIS IS HAPPENING 8. Monday it will be 5 x DAYS THE ACCOUNT IS FROZEN!!!!! 9. Why if the issue is escalated end then again escalated to the regional manager is there no results? 10. We are a small business, not much revenue for Nedbank, all we will get is a "sorry for the inconvenience caused"

Why I am writing this review? - from previous reviews, I can see that Nedbank never responds. Nedbank f you are interested in my case, call Carlene Scott at Nedbank Malmesbury, Cape Town

I am writing cause I am fed-up.....frustrated....dis-illusioned by the system, by the fact that we do not matter