No such thing as Professional Banking

On 13 August 2021 my husband and I met with Sashnee at the Nedbank branch at Carlswald Shopping Centre. The reason for the meeting was to move my husband over to Nedbank as Sashnee had promised that if this is done, she will get a better rate for us on our Home Loan. Sashnee asked is to move his debit orders ourselves as he had about 2-3 debit orders only. Sashnee also advised that if he needs anything going forward to contact her directly – what a joke! I sent an email to Sashnee in December 2021 but she was on leave so I forwarded the email to Ruth (attached here). Ruth was also on leave so I contacted Novashni and followed up with an email. Sashnee returned from leave and responded to my email on 06 December 2012 and advised that she requested that my husband complete the debit order switching form. The form was filled in and it was sent through however page 2 of the form was sent through twice – an error on my husbands side. I email Sashnee on 13 January 2022 to follow up and she requested Novashni to advise to which Novashni then requested for page 1 (as mentioned above, page 2 was sent twice). The correct pages and forms were sent through to Novashni on 19 January 2022 and she responded on 20 Janaury 2022 advising that they have requested for the debit order change. This is where its all goes down hill. On 21 Janaury 2022, Novashni asked that page 2 of the form now be signed – I responded to her on 26 January 2022 advising that the page 2 that was sent to her was already signed and that page 2 was sent through twice on 10 December 2021 already (as mentioned above). She rep**** advising that she submitted the form so this clearly shows that when she said she submitted on 20 January 2022 she actually never did??? I responded to her email setting out that I am not happy with the service – no response Novashni, she completely ignored the email. Followed up again on 03 February 2022. Followed up again on 17 February 2022. Novashni finally replies on 21 February 2022 advising that they are having difficulty and that we must contact them. This is when the straw finally broke the camels back and my husband and I had enough. We expressed our concerns and only then did the calls start coming in from Sashnee. We did not take her calls as it was too late now. Sashnee obtained the acquisition and then neglected to maintain the relationship – I worked as a Professional Banker so I am aware of the level of service that is expected from a client that is paying for Professional and Relationship banking. No body had the decency to provide us with any feedback, I had to constantly follow up. Is Nedbank seriously telling me that they cannot move a debit order???? I pay for Professional Banking and this is the service that I get? Today is the 15 March 2022 – the rate on our Home Loan has not been changed and the debit order has not been changed.