Nedbank frustrating to deal with

Nedbank banking charges are not cheap, thus clients expect to receive good service for their money. I am very disappointed with my latest interaction with Nedbank. My cards are due to expire on the 1st Jan. I went into my 'designated' branch around the 18th Dec, expecting to be able to pick up my cards, or at least get an idea when they would be ready. After waiting for 45 minutes (with just two people in the card queue in front of me), I was informed that the cards had been ordered, but were not at the branch yet, but the consultant couldn't advise when the cards would be available for collection, only that they would definitely be ready by the 1st and I would receive an SMS when my cards arrived. I expressed concern that Nedbank was cutting it fine as there were very few working days left in the year, to which the consultant said that they had 'been having a lot of problems with Head Office and cards in December'. This wasn't very reassuring!

Today I phoned the contact center to enquire where my cards were as I still had not heard anything. The first consultant I spoke to completely misunderstood the issue and offered to order new cards for me! After explaining again, the consultant then told me confidently that my cards were expiring in 2022 (in other words, what is your problem, you don't need new cards!). Clearly confused by my new cards that are on order! I phoned again and asked to speak with a team lead. This time there was success as I was advised that my cards were dispatched on the 23rd and that I will receive an SMS when they arrive. OK, so there is some chance that my new cards will arrive before the old ones expire. But this is cutting very fine, and is just not acceptable considering the time of year (people are away and not necessarily available to just pop into their branch at Nedbank's convenience!) I expressed my concern with Nedbank's service and the team lead tried to fob me off by telling me that the reason the cards could not be dispatched earlier is that this would 'compromise my current purchases'. What? Really? I expect better service from Nedbank, and don't appreciate being brushed off with some weak excuse when the person at the branch had already told me that 'Head Office' had some sort of process issue causing delays.

************** Nedbank your banking charges are not competitive, and your service does not seem to offer differentiation, so after many years being your client, it really is time to shift my accounts elsewhere. I know that you won't care, but at least I will have the satisfaction of cheaper banking, having got this off my chest. **************