Nedbank... most unfriendly, unsecured, unprofessional, poor excuse for a bank.

I am completely and utterly disgusted in Nedbank. I have been banking with Nedbank for my whole life and I have never thought about changing banks because I have never had a problem. On Monday the 26th of November on my way to work I received an SMS on my phone that an amount of R1564,73 was taken from my account from an overseas account called COSMETICARE. I immediately went to the Gateway branch to sort it out that morning. I waited for about 30 mins to be assisted. The woman who assisted me didn’t explain any procedure to me and made me sign a ‘*****’ form. She made me read the bottom of the page which said an amount of no more than R150 will be taken from me to complete the ***** case. Of course, me not knowing how it works I said yes sure and signed. She never gave me a reference number, never told me who to call, never informed me of anything then proceeded to cut up my card. She made me sign a paper with my transactions and I saw another amount of R69,69 taken from the same COSMETICARE which I was unaware of, I did not receive an SMS for it. I informed the woman of the amount taken that morning and she added it onto the R150 form. She said I can get money from the ATM via the banking app. I left and tried to draw money from the banking app which, to no surprise, was not working. I went back inside and had to sit for another 15 mins to speak to that same woman. She sorted out the banking app and I drew money then left. I arrived back at work and was told I was meant to have told them that I want the money reversed, doesn’t that go without saying? Of course, I want the money back, or else I wouldn’t have told them in the first place! The woman didn’t mention anything about it or asked me anything, poor service. My colleague and I instead went to the la Lucia Nedbank to ask them to refund the money. The gentleman who assisted me said that the amount of R1564,73 did not reflect yet as it was still pending to go through. I asked if he could cancel it on his side, but he said no and lodged ANOTHER ***** complaint with them because he said only, they could resolve it. If he could see on his side that it was still pending how can he not cancel it or block it from going through??? I told him I spoke to another woman at the Gateway branch and she also lodged a ***** complaint and made me pay R150 and the gentleman was very unaware of what the R150 was for… so am I, what the hell is the R30 service fee for every month? Where is the service here? Where is MY money? Without which I am lost. He gave me a reference number and told me to call 0860-555-111 to see how progress was doing. This is pathetic service and we entrust these people with all our money, and this is how they treat us? I am disgusted and upset for being treated like this. On Wednesday 27th of November I received an SMS at 8am that my new card was ready for collection at the Musgrave branch. I went there and told the woman my card is ready, she looked through envelopes and told me my card has not arrived yet. I asked her why I received an SMS then and she said she’s not sure, but the card is not here. After everything that has happened on Monday I burst into tears because this is all too much for me. She panicked and asked me to calm down before checking the envelopes again and guess what, my card was there! I asked her for advice regarding the CROSSBORDER fee that was taken off (R30.00) when an overseas transaction has been made, she proceeded to tell me to go back to the other branches which I previously went to and ask them if I will get the money back. Useless, so useless. She also told me to either call the ***** line and ask them if I will get the money back. I have tried that ***** number 5 times and each time I have been on hold for 20+ minutes without any interactions. After reaching work on Wednesday I called the number 0860-555-111 and was put on hold for 30 minutes. The woman on the line told me that the ***** department has given me ANOTHER reference number (2019W2309) and that it will take 2 weeks to receive feedback and no guarantee that I will get my money back??!!!!?!? At this stage I am fed up and asked to speak to a manager or supervisor. She put me through to the complaints department and I spoke to a Thipe Matlhare (sp?) and he was very rude off the bat. I explained my situation for the 5th time this week to him and he said there is nothing they can do as that is the procedure. He continued to ask me why the La Lucia bank did not reverse the withdrawal as it was pending (what the hell???) and I told him I was referred to the ***** department as only they could reverse the amount. I then asked him about the R150 taken from the Gateway branch and he was also clueless as to what the amount was for but continued to blab about ‘procedure’. I continued to ask him about why the banks can’t reverse the money and he said clearly that NO bank can reverse amounts that are pending! (Huh??) Contradiction…. I told him I was going to Hello Peter and the Ombudsman for banking services with this issue and he said very happily that I am very welcome to go to them. I asked to speak to a superior because he was completely unhelpful and very rude. He told me was going to put me through to someone else and proceeded to put the phone down on me. After being on the call for 50 mins and wasting MY time and MY airtime he put the phone down on me. I have had enough of this now, I still have a string of debit orders to pay and I am now short. I am lodging this complaint here now because clearly, I am not getting any assistance from MY so-called bank. I have been nothing but friendly to them and this is how they treat me after everything. Never once have I complained about Nedbank, but this is honestly ridiculous. I WILL close my account and the next step is the Nedbank ***** line and then the Ombudsman.