Nedbank Home Loan Department Fail

I received a WhatsApp message from Nedbank that they were automatically switching my home loan bond payment date to the 24th, the day BEFORE payday (so the debit order will fail). They did not ask me they just did it.

It gave me a number to call to opt out. I called it three times with the same result, silence.

Speaking to my personal banker was out of the question since he (as with my previous personal banker) does not respond to my emails.

So I tried the chat feature in the Money app. I described my problem to the chat agent, but she did not respond. Eventually I closed and reopened the app to try again. By this time she had written a line in response, but now the app would not allow me to respond back. When now, 20 minutes later, the chat feature freezes.

So I phoned the helpline the app provides. Note that you cannot click the number in the app to phone it, you need to write it down and dial manually.

I had to listen to waiting music for a few minutes 3 separate times, once at the start, once when they put me through to another department, and then again when they put me through to another department.

The man I spoke to said he would opt me out, but wouldn’t give a reason as to why they were switching it to be the day before payday, or why the number given in the WhatsApp didn’t work.

He also spoke sensitive information out loud so that others nearby now know my home loan payment amount.

Although the issue was eventually resolved, the number of steps I had to go through really made for a frustrating day. I wish I could change banks, but I’m not sure if any of the others are any better?