Nedbank cannot find account and BAD service from branch and complaints department

My daugter 13 has 3 savings accounts with Nedbank. One created in 2009 cannot be found.

On Friday, 22.03.2019, I went into the Clearwater Mall branch before 12. I was given ticket number E41. I was later called to counter 11 to be served. The lady at the counter took all details to find my daughter's account.... very unprofessional and had no clue what she was doing asking other Nedbank personel to assist her, after running from office to office, she contacted the wrong number for nedbank support. She eventually got the right one and Rubeshini Govender from back office came to the counter and said she cannot find the account and I must email my docs to her which I have and have had no response from her.

On Monday, I contacted the Nedbank complaints line. The gentlemen 'recorded' the complaint of the account not being found and the service received from the branch. The gentleman promised that it takes 24 to 48 hours to resolve and I would receive the ref number via sms which never happened.

On Thursday, 28.03.2019, I called to find out the progress on the complaint. I spoke to Thato who said no complaint was logged and he put me through to Nomsa who after quite some time decided she'll call back and she said a person Robin woukd call..... no one called!

On Friday, 29.03.2019, I called again and spoke to Thipe. He confirmed again that no complaint was logged. So, I asked to log the complaint against the account not being found and the service of the branch and the complaints hotline. Ref ********** 6.

This is seriously poor service!