Penalised for doing the right thing

Nedbank's home loan department does not care about their customers, we have two property bonds through them, not to mention numerous other accounts, and due to the financial difficulty placed on us, we tried doing the right thing by selling one of the properties in order for the account to be settled and not to go into arrears.

Nedbank does not care about their customers, there is no service. We called them and the consultant could not even assist with our query and was unable to even direct us to the relevant department.

When we asked for them to please reconsider the hefty cancellation fees charged they notified us that they are not prepared to assist, as this is according the the consultant not within her mandate.

All our accounts and bonds are through Nedbank and this is how they treat their customers during Covid 19. Would they have preferred us to stop paying the bond and for the accounts to go into arrears?

We are being penalised for trying to do the right thing.

They can take money "in error" and just apologise, then we have to complete numerous forms and be inconvenienced. To date the refund has still not been processed and we now need to go into the branch to request the refund in person due to their error.

Highly disappointed that Nedbank thinks it's okay to charge an enormous amount for bond cancellation and to not deliver the service their brand promises its customers.