Nedbanks bad banking practices

To whom it may concern

Dear Madam/Sir

My name is Joel Kendall and i have a cheque account with Nedbank that i had to open with them as i received my home loan through their bank. My salary gets paid into this account and my fiance also pays monies into this account as we have a joint home loan.

On Monday the 16th of September at 10:38am i received a notification on my phone of monies coming off my account outside of South Africa through ********** means. I immediately contacted the call centre to block my cards,and to stop further money coming off the account, and to notify Nedbanks ***** department. I explained the situation to the call centre agent and i was informed my cards/account were blocked and new cards had been ordered,I was then transferred via the call centre to the ***** department,where my phone call was not answered,and i was informed i could not leave my details as that departments mailbox was full.

Throughout the day i telephoned a further three times,each time explaining the situation to a new call centre agent,getting transferred to the ***** department,and having my call not answered.

I then attempted to email the ***** department and customer complaints at Nedbank ,via their website,to which i recieved zero feedback or correspondence. To date i still have not recieved any feedback.

On the 18th of September i then went to my Nedbank branch at Clearwater mall to fetch my new card and to try get some clarity on how to contact the ***** department. I was helped by a very friendly teller who contacted the ***** department on my behalf whilst i waited,and i was informed they would contact me shortly,both my branch and the ***** department with a case number and some feedback.

Hitherto i have recieved zero feedback from either.

On Tuesday the 15th of October,once again i recieved notifications on my phone that money was again being taken off my account through ********** means,on the same account number. I once again contacted the call centre who,themselves contacted the ***** department, where i was finally transferred to Janine Panday.

She informed me,that no case had been opened,no ***** had been registered,and no case number logged. This means in a month of me speaking to call centre agents,emailing customer helplines,emailing customer complaints and having gone into my branch itself,NOTHING HAD BEEN DONE.

Madam/Sir,my query is this,will Nedbank be as inept when i cant pay my home loan because money is once again deducted **********ly from my account? Or will they take my house away from me? I severely doubt they are as slack at recouping monies they are owed as they are at returning money ******.

Why have i had to pay for new cards when my account is still being hacked?When will i recieve the monies back that was **********ly taken from my account? And when will i recieve information on what is going on.

Madam/Sir, my salary will once again get paid into this account at the end of the month,bearing in mind a condition of my home loan is I have a Nedbank account into which my salary gets paid.

Please can you advise me on the practices i need to follow to get assistance.