Outrageous Fees and Negligent Service: My Frustrating Experience with Nedbank

I've received a court order demanding that I produce bank statements dating back five years. Without delay, I reached out to my bank, NEDBANK, in hopes of obtaining the necessary documents. However, it's been a full week since the request was sent on April 4th, and I am still waiting for a response from their Private Clients department. This delay is unacceptable and I demand immediate action from NEDBANK to fulfill their obligation and provide the required service and statements.

The conversation went as follows

Me: Hi Dudu, I need my statements for a legal matter I am going through. I need my cheque account statements for the past five years. I also need my credit card statements from inception. Please let me know of the cost involved.

Nedbank: Good day Mr Luthuli Kindly be advised I have received your request and busy with it . Please note the charges are as follows R40 per page, do I still retrieve and print for 5 years ?

Me: Hi Dudu, I am still in a meeting, sorry I could not take your call. I hope this message finds you well. I have a question regarding the cost of obtaining bank statements for the court. Could you please clarify whether the charge you mentioned is per electronic page or per electronic statement? I am uncertain about the fairness of the charge, especially given the circumstances. Where can I retrieve these by myself? As you are aware as per my last email, I am required to provide these documents to the court at my own cost. If the charge is per electronic page, it could become quite costly, so I would appreciate any further information / help / alternative you can provide on this matter. Alternatively, if it is possible for you to search for specific transactions and provide them on a letterhead, I would be happy to submit that to the court instead. Thank you for your assistance with this matter.

Nedbank: Good day Mr Luthuli

I have escalated the matter to my manager he has been busy with meetings he will contact you as soon as possible .

Regards

Me: Thank you

On April 6th, 2024, I received a call from Nedbank (Dudu) informing me that her boss was unavailable to speak with me because he was apparently on his way to the hospital. Instead, I was told to contact him on his cell phone as a private client. When I expressed my shock at the exorbitant fees they were charging me without even considering alternative options to obtain the specific transactions required by the court, Dudu, my private banker, had the audacity to inform me that this was their standard operating procedure, the customer must wait. I demanded that someone else inside the bank - someone who wasn't incapacitated in a hospital bed - contact me immediately. But to my utter dismay, not a single senior representative from Nedbank has bothered to get in touch with me since then. I am utterly disgusted with the abysmal service I have received and I implore someone - anyone - from Nedbank to pick up the damn phone and explain to me why I must pay a whopping R40 per electronic page for bank statements dating back five years. And if that's not possible, then at least provide me access to self-service options. Enough is enough!