Nedbank Home Loans – Double Debit & Poor Service, but Excellent Help from One Consultant

From the 21st of November, I have been writing to Nedbank Home Loan Division to alert them not to debit my account, as my employer (City of Ekurhuleni Municipality) already pays my home loan through a stop-order facility. Despite my repeated communication, Nedbank still went ahead and deducted the instalment again on the 25th of November, resulting in a double payment.

This put me behind with several of my other accounts, including my car payment, and caused unnecessary stress and inconvenience.

On Tuesday, 25 November, I called again to request a reversal. I was asked to write another physical letter to Nedbank requesting a refund. Unfortunately, none of the consultants I interacted with – including my banker – assisted me, and no action was taken. At some point today, during one of my calls, the phone was even placed on the side with no assistance.

I called again, and thankfully I was assisted by a consultant named Mthobisi Nzimande. He saved the day. In just seconds, he helped me transfer my money back into my account. His service was professional, efficient, and truly a relief after days of frustration.

Well done, Mthobisi. I give him 100% for excellent customer service. He is a true lifesaver, and may he continue to be blessed.