Nedbank is seriously problematic

About 4 years ago, I completed my debt review process. During that time I was paying my Nedbank account by paying in the "Nedbank Debt Review Dept." bank account as my account was closed. I still have their account number saved as "Nedbank Gold Credit Card" on my beneficiary list.

I have since opened a new Nedbank Gold Credit Card which is still in use.

Fast forward to last week Thursday, I decided to pay a lumpsum of R11900 into my current Nedbank Gold Credit Card but unfortunately, I made the mistake of paying into Nedbank's Debt Review Account (the one I listed in the beginning). I have phoned numerous times to explain the serious of this situation as I was going to use that money to live throughout the month but that gets ignored and I am told to wait 10 business days (Nedbank's lack of compassion astounds me). To this day, I have received no further communication from them as to whether or not my money will be paid back to me. Every time I phone them, they tell me it's with refunds. Nobody at Nedbank seems to give me any answers, so I decided to come to this platform. I've sent my proof of payment of the incorrect amount and I've sent the statement of the account that the amount was paid from and the account I want it paid back into (same account).

I would like a Nedbank agent from the department that is handling my query to contact me with answers.

Thank you.