Personel Loan

After posting my concerns on HelloPeter, I had hoped that Nedbank’s service would improve. Unfortunately, my experience has worsened significantly. I recently app**** for a personal loan, which was initially approved. However, the proposed monthly installment was too high. I followed the instructions to reduce the loan amount via the Nedbank app, but the application froze during the process. This led to me spending over three hours across two days on the phone with your call centre, and I also visited the Brooklyn branch to resolve the issue. After receiving assistance at the branch, I was shocked to discover that five loan applications had been created in my name. I spent even more time calling the call centre and sending follow-up emails, only to receive an unhelpful response from one of your consultants: "Unfortunately on my end I do not have access to assist with this. I only have access to link your required documents. The lady in the call centre will be able to assist with any other query as well as any issues you have with the app. I do apologise for this inconvenience. But I do not have access to those systems." I returned to the Brooklyn branch hoping to speak with the branch manager, only to be told that it was not possible to see him regarding my issue. At this point, I was understandably frustrated — the branch refers you to the call centre, the call centre refers you to escalate to the “back office,” and the back office claims they cannot assist either. After three days of this continuous back-and-forth, no one has provided a solution or taken accountability. To make matters worse, a consultant at the Brooklyn branch told me that there’s nothing more they can do — and suggested that if I’m unhappy, I should consider going to a different bank. This level of service is unacceptable. I would appreciate it if someone with the proper authority could urgently intervene and resolve this matter. I would also like to formally request an explanation for: 1. Why my application was duplicated five times; 2. Why there is such a disconnect between your app, branches, call centre, and back office; 3. Why I am being dismissed and redirected without support from anyone within Nedbank. I hope this matter will now receive the attention it deserves. I look forward to your urgent response and a meaningful resolution.