Nedbank fail to close account still two days after being paid up and requested. Cannot send any prove of the balance to me

I am applying for vehicle financing at MFC (Nedbank). They told me I need to close a fee account to get my affordability so that the finance could be approved. I settled my Capitec loan account and my MTN cellphone account and they immediately understood my problem and closed the settled accounts and provided with written prove of the settlementt/paid up instantly.

This is where the Nedbank nightmare starts. Last week I phoned Amhod of Nedbank Credit Cards and he assisted me with a settlement account on my Visa credit card. He asked that I paid the amount before next week (this week) and then I have to do nothing further they would contacte on Monday. So I paid even a little more than the settlement amount just to make sure. Monday came and I phoned Nedbank to hear what is going on. They said it was paid and that they would send a settlement letter in a few days. But I saw the account was not closed and still active. My credit limit is 12000 so I had to pay over R7000 to settle it.

Tuesday came with the dealer pushing me for the prove of settlement to send to MFC, and I phoned again. I could get hold of Ahmod but another (friendly) lady assisted my call. She confirmed the account wasn't closed yet but she took my email and said she requested a written prove that I paid up the account and marked it as urgent. So I waited some time at the dealer and no email. I showed the dealer on my Nedbank app the account was paid up, and just waiting because for some reason the did not yet close it. They said they cannot work on a phone. They need written proof and even a statement would help.

I looked on the app for an option to have my current balance or statement mailed to me. No option (unlike Capitec and Standard Bank). So out of despiration I reverted to the chat option for assistance.

The agent replying was a person called Lowell. Please revert to the chat history to see the full chat how I tried to explain to him what happened and what I need. I specifically told him it is concerning my Visa credit card. At first Lowell told me that I did not settle my account and there is no request that it be closed. I just said What!

I kept asking him why he said it was not settled... But took a few times to ask explain. At long last I asked him yet again how much according to him I am owing. He seemed reluctant to give me that into. At long last he said R22 000.... I said noooo! That is my MasterCard account I told you my Visa is paid up. Can't you see there is two accounts.

So after a lot of fruitless chatting he told me to call the credit department and they will send me the letter of prove. I tried to explain over and over again that I did phone them many occasions on Monday and today and that they promised but that I do not get any mails from them. He didn't listen or understood. He kept telling me to phone them again. So I then tried to find out how to just get a statement or anything mailed to me as prove that my account is fully paid up. According to him there is NO way for this to be done. I have to wait until Thursday. At Capitec and Standard I can get a statement mailed immediately that show my balance up to yesterday. Nedbank apparently is not equipped to do this according to him. So then he phoned me and told me he had been on chat for an hour with me and that's too much and I have to wait until Thursday then he will send me 'a nice statement'. In the meantime I must phie the Credit dept and they will give me a letter. I saw it won't help to argue or try to discuss this with him. Het either didn't have the knowledge to help me with my problem or didn't want to. Worst of all he now tried to make me look bad by telling me "it is your fault that your account came into arrears anyway" That to me, was unnecessary. I told him it has nothing to do of being in arrears but only that MFC need to see I paid up the account so that the monthly payment won't be considered in my application to make my affordability work out.

He couldn't or wouldn't understand and refused to send my a current balance of any written prove thereof. I told him I see that I will get nowhere with him and that it we might as well just end the discussion. He was more out to make me feel guilty that to find a way to assist.

In the meantime there is someone else also applying to buy the same car. And my application cannot be send in until I get some prove from Nedbank. These people laugh at me and won't believe I cannot get even a current statement.

I nearly changed to the offered savvy current account from Nedbank and took all my things from Standard over. But this incident thankfully opened my eyes as to the poor customer service.

I just checked on my app and the account is still active. Why can't it just be closed? And why can't anyone in Nedbank jut type a few words on a letterhead stating : "This person has already settled this account and we are closing it." And mail this to me?

Is it really that difficult to do?

Thats all I need!!?