Nedbank’s staff members are distinctional as a team

I don’t understand how different members of the same organization will tell you different stories regarding your problem.

I opened a business account and I was asked to change my temporary pin, which was given to me on the day of the FICA process. I was asked to login online on the internet banking and change it there, cause they empathized internet banking and followed instructions carefully. I did everything right, so attentive to detail. Their pin didn’t work and it locked me out. A number was given to me in some of my documents to phone just in case I have problems. When I phone the number explained what happened, they could not fix it. They admitted they didn’t understand why they could not fix anything on their side. They assured me that if I go to any branch, they’ll resolve it for me.

I go to a branch in Carnival mall, they tell me they cannot resolve the matter. Let’s pause for a sec... Before they tried assisting me, one of the staff members admitted quite a lot of people have been coming in to fix their online profile pins. Clearly this was an IT problem. In fact, when I was furious the other day and told this other lady who runs a business and banks with Nedbank, she told me she had the same problem when she first had to open her account a few months ago. However, the clerk still asks me to go to my business banker to sort out the FICA documentation because apparently it was not done according to her system. The clerk said that this is reason she could not issue me with a new temporary pin.

I go to the branch in Springs mall, where I met the business banker for the first time. They tell me I can’t see the business banker without making an appointment. Yet, on the first day I met the business banker, the ladies in that branch allowed random people to sort out whatever they needed to sort, during my appointment time. On that day, even the business banker complained saying they made me wait for so long, that it ruined his schedule cause he also had another client coming in immediately after me. But that is not why I’m really upset. You will see why I am really upset. Back to the scenario... They told me they can’t assist me until the business banker comes back I should book an appointment to see him. Because I did not have time for that, I asked for his email. Via email, I tell him the matter. He replies and tells my FICA was already done long time ago and he doesn’t understand why I am not getting assistance at the branch. Surely, you can see why I am very angry, because I am being told different stories by different people. Time is being wasted as well as traveling costs.

Fine, I calm down and go to my nearest branch again. And this time it just so happens to be the Kwa-Thema branch. You know what she told me? She said she can’t assist me as I am in the “wrong branch.” I have to go to either the one in Brakpan or Springs because apparently, they do not deal with business account at all. Mind you, they’ve been saying “nearest branch” and “any branch” all of a sudden, I can now go to only specific branches ?

I have no idea what is going as I still never had access to my own account til this day. Its not fair that I was being told different stories from employees of the same organization because it ends up costing me money and wasting my time. Im missing out on so many opportunities right now cause of this whole situation. I don’t know why don’t they communicate amongst each other so they can all work together to figure out what is going on? Cause now they asking me to go to a branch tomorrow again. I don’t think I’ll get help still. I just know I’ll be disappointed again.

And as for their social media team. Why is it that when I inbox, they drag their feet and give me ****py excuses like “Oh, please phone during business hours. We can not advise you any further”. But when I post on the Facebook wall for the whole world to see, all of a sudden their enthusiastic to assist me, and will even phone me at 11pm at night “to save me airtime?” So I must first publicly throw tantrums on social media just to be taken seriously?