No care attitude from junior staff as well as management. No reply from anybody. Total incompetence

To whom it may concern

It is with utter dismay and utter disgust that I wish to bring the following to your attention

On 25 Jun 2019 I did an online transaction to purchase goods to the value of around R43 including delivery. I paid with my gold debit card.

As the transaction went through it showed that an amount of R1190.20 was debited from my account. Within minutes I recieved another notification that another debit to the amount of R1315.16 was made on my account by the same supplier.

As your systems do not reflect transactions on my banking app immediately, wich I find utterly unacceptable and backward as we are in the 21st century, I had to wait untill the next day to see the transaction details

I contacted your chat centre and requested that a card transaction dispute form be mailed to me immediately

I proceeded to fill in the form as per the details on my bank statement. The form was then faxed to the number provided on the dispute form.

On 02 July 2019 I contacted the chat centre to find out why I had not recieved any feedback from the relevent Department dealing with such disputes. Not a reference nor an acknowledement of receipt was sent to me at that stage.

The consultant, not withstanding my protestation, just told me that disputes take 40 days to be resolved. Another archaic policy as far as I am concerned. I questioned the fact that I heard or recieved anything, I was told again to wait 40 days an then a consultant would be in touch with me.

I had no choice but to just accept this ridiculous answer.

This afternoon I once again contacted the chat centre and queried the fact that I STILL had no feedback from Nedbank regarding this matter.

This time I was told that it now takes 45 days for disputes to be resolved.

The consultant Carl was very helpfull but when I insisted he had to consult with his manager. After waiting 10 minutes and loosing the connection due to inactivity I contacted the chat centre again, 20 minutes after my initial contact. I requested to speak to Carl and was told he was busy.

I told the consultant that I insisted that I wanted to speak to him as I was not going to repeat my story.

Eventually I got back to him and by then 25 minutes had lapsed since my origional contact. I asked him what his manager said and I was informed that they COULDNT FIND THE FAX SENT ON THE 26th.

I told him in no uncertain terms that this was totally unacceptable. I was once again told that he had to consult with his manager. So again I was on hold.

He eventually told me to mail the form through. I told him that I refuse to send a mail to the generic mail address and that I insisted that I send it to an individual.

ONCE AGAIN I HAD TO HEAR THAT HE HAD TO CONSULT WITH HIS MANAGER!!!

I suppose after his 3rd consultation with the manager he told me that I should mail the doc to him and that he would make sure it would get to the relevent Department. I insisted that he send me an acknowledgement of receipt and he promised to do so.

The whole conversation ended up taking 45 minutes of my time.

I now have to ask Nedbank a few very simple questions that I expect acceptable answers to: 1. What is the point of having consultants in a call centre if they are not empowered to make decisions? 2. Why do the so called managers not talk to the customers in a case where simple decisions have to be made?

As a retired senior general manager running call centres for 2 International Companies I find the system that Nedbank has ***********, a waste of the customers time and I get left with the impression that your managers/supervisers are either not trained to interact with customers or consider themself to important to speak to customers. All Nedbank is doing is frustrating their customers.

Now I want to know from you what the way forward is going to be regarding this matter. I think its only fair that priority now be given to the matter considering the fact that I brought the matter under Nedbanks attention on 26 Jun already and that NOTHING has been done.

I furthermore expect some form of reference number as well a a contact person and contact details.

I would like to challenge you to get a senior GM or VP to take action and give feedback to me personally.

I doubt if this would happen if you cant even get a call centre manager to speak to you. Alas, that is I suppose the attitude of Nedbank. Management is to arrogant to address the concerns of their clients personally.

I would like to inform you that a copy of this mail is going to be placed on all 3 my social media platforms. I am a staunch believer in good service and feel like cases like these should be made public. Any feedback recieved from Nedbank will also be shared on the same platforms as I am a fair individual.

Should I not recieve feedback from Nedbank within the next 72 hours with an acceptable resolution timeframe of the matter, I will refer the matter to the Ombutsman for the Banking Industry.

Yours sincerely

Dirk U Strydom

I refer to my mail. Notwithstanding the promise made by your consultant Carl that he would acknowledge receipt nothing happened

I contacted the call centre to find out what was going on and got through to Sandra

She insisted that I repeat the whole story and would hear nothing about getting it from Carl.

I told her that I was going to escalate the matter to senior management and then she terminated the conversation.

That is what I am dealing with.....

I have just recieved a call from Neville at the call centre who now gave me his mail address again. I will forward the mail to Carl to him as well.

We are going in circles and not getting anywhere.

I am beyond disappointed in Nedbank and your ability or willingness to assist me as your client in this matter

It is going to take a huge effort from your side to restore my confidence in your organisation.

Unfortunately I will have to relate my experience thus far with all that I can