Not complying with Treating customers fairly and a pensioner must suffer due to this

<p>Good Day</p> <p>My 66 year old mother has a fixed investment with Nedbank for a 3 year term. The 3 years is done in 2018 September. She gets an income of just over R 4000.00 which at the time of the investment seemed enough but she can no longer manage with that. She wants to withdraw part of the investment, not all of it and for that Nedbank is making it very difficult. The branch at Cape Gate blatantly refused and just said no. They want proof that she cannot survive on that and are not wiling to take her bank statements into account. They expect an elderly sick lady to go the pharmacy to extract receipts from them, probably grocery bills and electricity receipts to prove that she cannot survive before they give her access to her OWN MONEY. She is aware of and accepts that there could be a penalty to pay and is willing to do so but Nedbank is still refusing. I called the call centre who provided some help and were willing to take my mothers instructions telephonically, only to come back today to say that the back office refuses as it must come from the branch. What is concernin is that even the call centre does not know their products and was not able tell me what exactly the back office needs. Now I need to take a half days leave to go with my distraught mother back to the bank so we can sort our her own money. This costs time and money and stress for my mother who is of ill health. This is pathetic service. How can I recommend anyone to this bank. My mother would like a portion of HER OWN MONEY which the bank is making difficult and wants to leave the rest with Nedbank. But at this point I would advise her to take it all and to let others know of the horrible, unfair after sales service. So while Nedbank needs us to come into the branch, and plead for her own money she is sick and worried over whether she will have money to take care of herself. WHo can rely on such a bank - eager to take the funds but after that TREATING CUSTOMERS FAIRLY GOES OUT THE WINDOW.</p>