Nedbank Ignores Simple Fee Query for 5 Months – Refuses Email Replies Despite No Phone Access

I have banked with Nedbank for years and have always regarded them as a professional, prestigious institution. Regrettably, this experience has severely damaged that trust. On 11 June 2025, I emailed my relationship manager, Janine Hartogh (Somerset West branch, Lourens Street), with a simple request: to explain banking fees charged on my account after converting from non-resident to resident status. The fees in question included: Send-iMali: R9.57 Service fee: R29.11 Maintenance Fee: R47.83 I expected these costs to decrease after the account change — instead, they appeared unclear and possibly incorrect. No response. I followed up repeatedly: 12 July 2025: Asked if Janine was still at Nedbank and reiterated my query. 27 July 2025: Asked for an alternative contact at the branch. 27 August 2025: Escalated with "URGENT" — threatened to post on Hello Peter if ignored. 19 September 2025: Lodged a formal complaint via ***. 15 October 2025: Received only a survey request (***) — no resolution. 5 November 2025: Warned again of Hello Peter action. 7 November 2025: Finally received a reply from Leesha Padiachi (Client Service Manager) — but no answers. Her response? The query was "escalated to the branch" (again), with an apology for the delay — but refused to discuss account details via email for "security reasons" and directed me to call ***. I have no phone reception where I live. I have stated this in every email. For five months, Nedbank has: Ignored a legitimate, simple query. Failed to provide an alternative contact. Refused to communicate in writing despite my clear limitation. Sent only a survey while dodging accountability. This is not the service expected from a leading South African bank. I request on Hello Peter: A written explanation of the fees charged. Confirmation of whether these fees are correct post-resident conversion. An apology for the 5-month delay and communication failure. A commitment to allow email-based account queries when phone access is unavailable. Nedbank, please resolve this publicly and restore confidence. Reference: Complaint *** Branch: Somerset West (Lourens Street) Contact: *** (email only)