Nedbank Thabong Sebokeng

I dont know where to even begin, my aunt since January she has been asked to send documents for the late estate account. 3 weeks back she was told to fax the letter today she is been told that the letter went to the head office or some branch that is closed due to COVID19. is it not enough that our government are looting money because of Covid19 now the banks are just frastrating the widows and name droping the Covid 19. Nedbank Sebokeng Thabong can you please do the right thing.