Nedbank fails to live up to its motto: "making things happen"

On 20 March 2020, I visited the Nedbank branch in Northmead to close my mother's accounts and to have the funds transferred to her Estate Late account. I handed all supporting documents over to the teller who undertook to forward these to the estate late department. I was informed that the process would be finalized within 2 to 3 weeks. About 2 weeks later, the bank informed me that it required a copy of my ID. This delay could have been avoided had the teller performed her duty with care and diligence. The documents had to be emailed to Nedbank because we were in lockdown. This proved to be challenging, as the bank moves very slowly when it comes to accepting documents via email. Nedbank did not acknowledge receipt of this and only responded after I had complained. The bank has consistently failed to respond to my emails despite several follow-up emails and despite several complaints, the matter has, to date not been resolved. Eight and a half weeks after my initial visit to the bank, I was informed that the bank required written instructions to close the accounts. The instructions were sent to the bank on 18/05. Nedbank has failed and or neglected to acknowledge receipt of my emails. 2 months have gone by and the matter has not been unresolved. The staff's reluctance to respond efficiently and professionally as well as their lack of knowledge and understanding of the process is frustrating. Nedbank has consistently ignored my pleas to finalize the matter without delay. This is inexcusable and prejudicial to the heirs. Nedbank has failed to live up to its motto: "making things happen" and has not met my banking needs with the kind of professionalism that is expected of it.