Nedbank

Subject:Formal complaint regarding unauthorized transaction and delayed refund. I am writing to formally lodge a complaint regarding the handling of my Nedbank home loan account. On the 23rd of October, I contacted Nedbank home loan and made arrangement to pay the arrears of R6000 on the 16th of November and continue this arrangement into the following year.

On the 15th of November, I received an amount of R17,946.26 in my account from my two pots.Despite the prior arrangement, Nedbank home loan deducted the entire amount without my consent or adhering to the agreement. I contacted Nedbank customer service on the morning of 16th of November to resolve this.After reviewing my account, the consultant confirmed the existence of the arrangement and promised to process a refund within 5 working days. I waited as instructed, but no refund was received. On Saturday, the 23 of November, I called again. I was promised that the refund of R11000 would be processed (retaining the agreed R6000).However, still today i have not received any refund. On my most recent follow-up call , 25th of November. I was told I could not get the refund because I allegedly broke the arrangement. Additionally, Im also informed that there is an issue with my surname on their system, despite the fact they can deducted from my account using Pita surname but now they have stories of surname queries. I am deeply disappointed and frustrated by Nedbank.