SO
Sonja O
1 reviews | Active since Oct 2018
19 Nov 2019, 22:27
Nedbank Amex refuses to send me my monthly card statement
Nedbank cannot be bothered to send me my monthly Amex card statement by email as usual. When I enquired and requested them to email me my statement, they refused with the excuse that "it is not ready yet".
I receive my Visa and Amex statements usually within the same week.
Is it not a legal requirement for a bank to send a customer a statement? As I get it via email, they cannot lie and pretend it got lost in the mail.
The last statement I received was dated 6 September 2019 - 5 October 2019 .
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Replies (2)SO
Sonja O's updateReviewer Update
20 Nov 2019, 08:25Why does Nedbank disregard the needs of persons with disabilities?
I have written to Nedbank on numerous occasions the past two years about the fact that I have multiple disabilities. This includes visual (I have to magnify text and SMSs due to macular degeneration) and I am hard of hearing, apart from mobility and other issues.
Yet they persist in contacting me via telephone then leaving me email messages like "please provide us with your contact number as we were unable to contact you by telephone". They seem to think that this is sufficient. I am left right where I started and each time I have to explain my circumstances. Being a Nedbank client requires a lot of time, energy and patience.
For your information, Nedbank, "hard of hearing" means I have great difficulty hearing people speak over the telephone. Another point is that I prefer to keep evidence of conversations with your organization as you do not have a good track record in resolving queries.
Please could you make the effort to provide the service you are paid for and legally obligated to perform as per regulations?
Please could you make an entry in a customer relationship management system so as to not have to explain the above with each and every person I interact with?
What frustrates me possible frustrates many more people.
I have written to Nedbank on numerous occasions the past two years about the fact that I have multiple disabilities. This includes visual (I have to magnify text and SMSs due to macular degeneration) and I am hard of hearing, apart from mobility and other issues.
Yet they persist in contacting me via telephone then leaving me email messages like "please provide us with your contact number as we were unable to contact you by telephone". They seem to think that this is sufficient. I am left right where I started and each time I have to explain my circumstances. Being a Nedbank client requires a lot of time, energy and patience.
For your information, Nedbank, "hard of hearing" means I have great difficulty hearing people speak over the telephone. Another point is that I prefer to keep evidence of conversations with your organization as you do not have a good track record in resolving queries.
Please could you make the effort to provide the service you are paid for and legally obligated to perform as per regulations?
Please could you make an entry in a customer relationship management system so as to not have to explain the above with each and every person I interact with?
What frustrates me possible frustrates many more people.
SO
Sonja O's update20 Nov 2019, 08:25
Reviewer Update
Why does Nedbank disregard the needs of persons with disabilities?
I have written to Nedbank on numerous occasions the past two years about the fact that I have multiple disabilities. This includes visual (I have to magnify text and SMSs due to macular degeneration) and I am hard of hearing, apart from mobility and other issues.
Yet they persist in contacting me via telephone then leaving me email messages like "please provide us with your contact number as we were unable to contact you by telephone". They seem to think that this is sufficient. I am left right where I started and each time I have to explain my circumstances. Being a Nedbank client requires a lot of time, energy and patience.
For your information, Nedbank, "hard of hearing" means I have great difficulty hearing people speak over the telephone. Another point is that I prefer to keep evidence of conversations with your organization as you do not have a good track record in resolving queries.
Please could you make the effort to provide the service you are paid for and legally obligated to perform as per regulations?
Please could you make an entry in a customer relationship management system so as to not have to explain the above with each and every person I interact with?
What frustrates me possible frustrates many more people.
I have written to Nedbank on numerous occasions the past two years about the fact that I have multiple disabilities. This includes visual (I have to magnify text and SMSs due to macular degeneration) and I am hard of hearing, apart from mobility and other issues.
Yet they persist in contacting me via telephone then leaving me email messages like "please provide us with your contact number as we were unable to contact you by telephone". They seem to think that this is sufficient. I am left right where I started and each time I have to explain my circumstances. Being a Nedbank client requires a lot of time, energy and patience.
For your information, Nedbank, "hard of hearing" means I have great difficulty hearing people speak over the telephone. Another point is that I prefer to keep evidence of conversations with your organization as you do not have a good track record in resolving queries.
Please could you make the effort to provide the service you are paid for and legally obligated to perform as per regulations?
Please could you make an entry in a customer relationship management system so as to not have to explain the above with each and every person I interact with?
What frustrates me possible frustrates many more people.
SO
Sonja O's updateReviewer Update
24 Nov 2019, 14:46I received an email response on 20 Nov: Could they not have said they are having a "technical issue" in sending customers their accounts in the first place? Funny, I did not see anyone else having this problem on social media. Why do they insist on a telephonic response when they know I cannot hear most of the conversation? Why not use my email account which is used for statements?
As of 24 Nov I have not received my November statement yet.
As of 24 Nov I have not received my November statement yet.
Good Day Mrs ******
Kindly be advised there is currently a technical issue with the November statements.
Once the issue has been resolved we will automatically send out the statements.
If you require any information regarding the statement balances, please contact us on the number mentioned below.
As a voice verification must be completed for us to assist in this regard.
Please note the reference number for your enquiry is ***2.
Kindly respond should you require further assistance.
Yours sincerely,
Trisha Ramsamooch
SO
Sonja O's update24 Nov 2019, 14:46
Reviewer Update
I received an email response on 20 Nov: Could they not have said they are having a "technical issue" in sending customers their accounts in the first place? Funny, I did not see anyone else having this problem on social media. Why do they insist on a telephonic response when they know I cannot hear most of the conversation? Why not use my email account which is used for statements?
As of 24 Nov I have not received my November statement yet.
As of 24 Nov I have not received my November statement yet.
Good Day Mrs ******
Kindly be advised there is currently a technical issue with the November statements.
Once the issue has been resolved we will automatically send out the statements.
If you require any information regarding the statement balances, please contact us on the number mentioned below.
As a voice verification must be completed for us to assist in this regard.
Please note the reference number for your enquiry is ***2.
Kindly respond should you require further assistance.
Yours sincerely,
Trisha Ramsamooch