Nedbank, not even once™

I've recently taken over my mothers estate due to ill health. Part of this was consolidating her accounts, various loans and closing the related accounts. It's been a stressful process personally, but nothing as bad as dealing with Nedbank.

After dealing with FNB and successfully closing off her accounts I moved to do the same at Nedbank. This process started in early/mid January 2020. The branch informed me that they cannot help close card "accounts" so it has to be done via the call center.

* A month before, my mother falls victim to a "****" dating site for seniors, based in Eastern Europe that is known (from a simple google search) to be a **** and charges varying amounts to the card until cancelled at a bank level. The "site" doesnt follow cancellation instructions or answer emails. This is mid December 2019. * Speak to call center to cancel **** transactions in December. Am told that they cant cancel it because I need to do it on the website. I explain this is impossible. They dont seem to understand or care. * Not to worry, I think to myself, I need to close the account anyway, that will cancel the card. Jan 23rd 2020 I pay all outstanding amounts on the card and I'm told (by the debt collector agency assigned to the account) that the account/card etc will all be closed in a day or two. * FFWD a week or two to the 11th Feb 2002, I get a notification that another payment has gone off the card. *So I go into the branch to cancel. They say they cant help me I need to call call center.

----- Call Center Woes ------ * Call center is unable to verify that I'm Curator Bonis of my mothers estate and legally able to affect her accounts. I've provided all information at the branch in person, but no-one seems to be able to check it at call center. * They say they have to speak to my mother to verify me, so if I can please hold while they do that. I hold, they drop the call, and I get nowhere. I repeat this process 2/3 times over the next few days. * I speak to my mother, they did not ever call her. * Call back, sit on hold for another 10min, spend another 15min explaining the situation only to be told again they need to speak to my mother and verify me. Call gets dropped again. * Cant get a reference number because this is ONLY DONE ONCE VERIFIED. so its useless.

---- Branch Service ---- * Eventually get over the call center, goto my nearest branch (V&A) and speak to a teller. * Teller tells me she cant help, and I have to speak to call center. I explain the issue (as above) she says all she can do is offer me to use their in-branch phone to call. So I do. * 10min hold, 15min explaining the situation, call center agent tells me that they need to verify. I tell them of-course, but PLEASE to not drop my call and/or call me back immediately. They do not offer this "service" * They ask to speak to the teller to talk about the documents, I say its a busy branch and they must wait for the teller. 5min goes by, I tell them that the teller is still busy, so why not call my mother to verify so long? * The call center tells me "oh no, we can't do that, because this is business banking and not retail banking which it sounds like you need". * ... so after me explaining the situation to the agent over 15min and them then holding for an additional 5min while waiting for the teller, they only THEN realise that they cant help me?! Call ends. * I ask to speak to the branch manger. He is out for lunch. Speak to the team leader who is there, explain situation, frustrations and lack of service from Nedbank. * Team leader tells me "Sorry, cant do anything, have to go through call center or customer complaints department"

----Customer Complaints Dept ---- * I call customer complaints (see complaint ID ***4) and spend 15min explaining the frustration. * 2 days later, get a call back, and the agent explains that they don't need to verify me (?) to close the account but they cannot close the account until the outstanding balance on the card is resolved. * I'm confused. What outstanding balance? I settled the full amount (R36k) on the card and the account was "closed" or would be closed according to the debit collector. * oh right, its the **** site still deducting money on the card. Another 40Euros (ZAR 670), and they tell me they wont close the account or cancel the card until I settle the outstanding amount. * The outstanding amount isnt just the card charge, but: --- R692-53 as the card charge --- R47.57 in Fees and charges --- R3.96 in interest.

Seriously?!?! I tell them that they need to eat that fee, and I basically get told that they will not close the account until that is settled. They were not willing, after all that has happened to eat the balance.

I've probably spent over R500 on airtime calling their useless call center and easily 5hrs of my life just trying to do this one task, only to get no service.

To explain why I'm so frustrated by Nedbank is to compare it to FNB, who I did basically the same task with, and it took them 1 call center phone call and 1 visit to their branch to close out all loans, credit cards and close accounts. Simple.

I do not bank personally or professionally with Nedbank, and after this, I'm very glad of that fact.

https://biteable.com/watch/nedbank-not-eve******-***