NEDBANK POOR CUSTOMER SERVICE

To : Nedbank Limited Michelle Philippides (Gauteng Central Regional Manager) CC: : Michael Brown (CEO), Mfundo Nkuhlu (COO), Khensani Noban (Group Marketing and Corporate Affairs) From : Sicelo Thuketane Subject : Customer claim complaint: Poor customer service Date : 27 July 2020

1. PURPOSE

1.1 The purpose of this communication is to tender my absolute disappointment in the customer service that was given to me by a Nedbank employee at the Dobsonville branch on Friday 24 July 2020

2. BACKGROUND 2.1 On Friday 24 July 2020 I went to the Maponya mall Nedbank branch to get change for my business like I usually do on daily bases. This was my first time using Maponya Mall branch as I usually go to West Gate Branch or Clear Water Branch to transact.

2.2 I arrived at Maponya Mall at around 11:00 am and I went to the security office to inform him that I was there for change and if he can ask his colleagues inside if there was change at the branch but the security guard said I must stand in a queue to get in and I comp**** with the order from the security guard, for which I had to queue for two hours.

2.2.1 I eventually got inside the branch and I met a lady who took my temperature and sanitized me. I then asked the lady if she can check if there was change and I was asking her specifically for the denominations I was looking for and she insisted that I must queue and wait my turn which I did for a further 20 minutes.

2.2.2 I went to the teller asked for my change and the teller had only five rands and did not have one rinds… I then I ask for a manger to help me. A lady by the name of Lorraine Mogoera called other branches around Soweto to ask for one rands and Thandi Mo***eng from the Dobsonville Branch confirmed that they have the denominations I require. 2.2.3 Lorraine suggested that she would drive and collect change on my behalf but later said I can drive to Dobsonville and collect the change she has arranged with Thandi Mo***eng for me to collect when I get there.

2.3 I had to drive another 30 minutes from Maponya Mall to Dobsonville Mall. When I arrived, I went to the security guard to ask for Thandi Mo***eng and the security guard went inside and came back to tell me that Thandi Mo***eng was busy, I then had to wait a further 15 minutes. At that point I was extremely disheartened and frustrated to say the least given the series of events that had transpired coupled with the fact that the service and transaction I had required has lagged hours on end with a direct effect of my business and the people it services.

2.3.1 The branch manager at Dobsonville Mall by the name of Precious Phungula came out to ask me the problem was I then explained to her that I was from Maponya Mall branch looking for change however they didn’t have one rands so they send me to Dobsonville, which as mentioned in 2.2.2 confirmed they had.

2.3.2 Precious then said to me I must go outside the Mall and stand in the queue… I tried explaining my situation to her but she did not want to give me a chance to explain for me to be assisted. This is when the sheer disregard for customers came to the fore 2.3.2.1 Miss Phungula did not want to engage in my transactional issue to redirect me; she disappointingly started using the RIGHT OF ADMISSION RESERVED in order for me to not be dealt with or assisted. She further said I must stay out the brand and not come in based on this. This was absolutely unfortunate given the time was 15:00 which are operational hours.

2.3.2.2 Miss Phungula was screaming at me in front of other customers as well as patrons of the mall citing that I must move away from the door and maintain social distancing. This again is unfortunate because I support government in its initiative to curb the spread of COVID-19 and thus I was talking to her maintaining the distance whilst wearing a mask. This level of dishonest sarcasm that she portrayed then came to a point where she threatened to call the police if I don’t move away from the door...

2.3.3.3 Miss Phungula then went inside the brand leaving me outside without assisting me. After 15 minutes the armed response personnel came to the branch and she engaged with them making gestures at me

2.4 A colleague that I was travelling with suggested we leave. To conclude this engagement I asked the security officer to go to Miss Phungula and confirm that I was not going to be assisted. The security officer went inside and came back saying I am not allowed inside the branch.

3. CUSTOMER RELATIONS 3.1 On Friday 24 July I did not receive the service I required from a banking institution that I have trusted for a number of years. I have been a client from a personal banking perspective for _10__ years and now business banking.

3.2 Entrepreneurship is the cornerstone of the economy and these hard time with a global pandemic it’s crucial that we feel supported not only as individual clients but as entrepreneurs that are contributing to the economy of this country where unemployment is a thorn in the government’s side. Is this how Nedbank is assisting national efforts of economic policies by treating black entrepreneurs in this manner? I am not requesting red carpet treatment but the mere understanding of what it means to be at the center of many hopes from employing people to servicing people for their daily needs. It’s unfortunate that the values and ethos Nedbank lives by have not filtered into a leadership position that Miss Phungula

3.3 With the time spent to get the service required from 11:00 AM to 15:30pm I had a financial loss of R 28 000. What will happen to the money that I have lost and how will I recoup it?

3.4 I have also suffered reputational damage from my customers complaining about not getting change. As you know it takes years to build trust and reputations but seconds to destroy it

3.5 Am I no longer welcome at NEDBANK Dobsonville Branch because I am a “security threat “or just a threat to Miss Phungula who is supposed to be the lead in the branch and inculcate the values of service…..

4. RESOLUTION 4.1 I will continue to be a client of Nedbank, this is no means a threat to leave the institution and that is not what I would like to portray.

4.2 I would suggest that Miss Phungula attend emotional intelligence course which would assist her on how to manage and deal with customers. 4.3 I would suggest that Miss Phungula attend anger management course since she was angry more than I was as the aggrieved while I was being abused by her and frustrated by her system.

4.4 The behavior of Ms. Phungula on the 24 July 2020 left me embarrassed and shocked. The Manager failed to behave in a professional manner when she dealt with me.

4.5 With that being said I would appreciate an apology from Miss Phungula herself written and verbal and ask that her leadership and customer engagement capabilities are investigated. I shudder to think how she treats others, especially those vulnerable – the elders etc. Miss Phungula is perpetuating the narrative that good service you only get in the suburbs and that is extremely disappointing.

I look forward to your response in this regard and the guidance that you will give in handling this matter.

Stay safe!

Regards,