NEDBANK and Non-Existent Service

On 14 December 2020, I went to the Musgrave branch, all I needed to do was change the contact number on my profile, as I get my transaction notifications via SMS. I stood in a queue outside the branch for 20 minutes, and in that time, only one client came out but none from the outside queue went in. A staff member came out and I asked about the delay and lack of movement, she informed me that it will be a while before I get in. I decided to leave as I needed to get back to my office.

I went back the next day, 15 Dec 2020, and there was yet a longer queue, but I decided to wait and get this sorted out as it's important to me that I get my notifications. I waited 35 minutes in the outside queue, and not a single client came out the branch in all that time. I walked into the branch and the same lady was at the front desk with another senior staff member. I was upset and explained that I expect a queue in any bank, but to wait 35 minutes with no visible progress in the queue was just not acceptable. While waiting in the queue, we see staff members going in and out the branch, some just walking around inside the branch, and yet clients are just standing in a queue with no movement in 35 minutes. Two visits to the bank, just to change my phone number is ridiculous. I was taken to a lady who tried to assist me, but she did not have access to the system that will allow her to change my contact details, so it was a futile attempt to assist me. In total, I wasted over an hour and a half in 2 days just to get my phone number updated on their system, and it's still not done.

Time to change my bank, for real.