Pathetic Service - Nedbank Eastgate

On Saturday 6 Feb 2021 my Mother visited the Nedbank Eastgate Branch. Being a Pensioner, she was at the branch early in the morning, to avoid waiting in the long queues. All that was required. was copies of 3 months bank statement on her Nedbank Savings Account. My Mother was assisted by Teller 20 Porchia Ratchisuka. This teller was too quick to go into my profile and hand over my bank statements to my Mother. Irrespective of having the Power of Attorney in place, the portfolios should clearly indicate the Owner of the account. Although Porchia had my Mothers Identity Document in front of her, she clearly failed to follow proper processes and procedures. She should have not made such a huge mistake like this. My Mother only realised a few hours later that she was sitting with my documents instead of her own statements. She had to run back to the branch which had already closed at 12H00. Luckily the lady at the door allowed my Mother to enter the branch, cause it was not fault of hers. Yes, my Mother and I have the same initials and surnames, however, our first names and ID numbers are completely different. Both mine as well as my Mothers portfolios were sorted out numerous times, so I do not understand how this mistake repeatedly happens. Yesterday morning, I received a call from the Nedbank Eastgate Branch Manager, apologising on behalf of the staff member and for the inconvenience caused. The call was much appreciated. However, the confidentiality breach of conduct was broken. This staff member should be dealt with accordingly and should avoid making human errors like this, not only to me but to other valuable and loyal clients as well. I would appreciate it if my complaint is dealt with urgently and I await the response from the Branch Manager.