Poor assistance on Internet Banking

I cannot get my internet banking profile unlocked after I had accidentally locked myself out. This happened because I was in ICU longer than expected, after a serious heart surgery and I wanted to make sure people I owed money to were paid on time. Due to a mix of the medications and an infection that had set in after the surgery, I made mistakes and locked myself out.

After getting discharged on Saturday 7 July, I tried to phone the call centre and was sent from pillar to post where I was first told that I have to go to a branch, and then I could have the account unlocked to be able to pay only beneficiaries, and then to go to the branch, and eventually get told to call another call centre the next morning.

I called the other call centre the next morning (Sunday 8 July), and was told I had to contact a person named Andrew Komalo at the Southdale branch to get my internet banking profile unlocked. As it was a Sunday, I phoned the next morning, Monday 9 July, and spoke to him.

I explained how I accidentally locked myself out of my account, and that I am not allowed to drive while I am recovering from the surgery. I normally would ask my family to help me, but they cannot take any more time off work to help me, as well as the infection leaving me unable to go into public without losing my dignity. Andrew Komalo promised he would come to my home to help me the next day, and call me to let me know when he would come through.

The next day, Tuesday 10 July, I received no such phone call, and when I tried to phone Andrew, I got no answer. I had already told him where I live, and how to get to me, and all I wanted was to know when he was coming. The business day is over and I have not received any contact from him.

I appreciate that Nedbank has procedures to follow; but to promise to make an exception to standard procedures to help someone who has an exceptional problem, and not live up to that promise nor make contact with me to rearrange or apologise is incredibly disappointing.

I expected a bit more effort from Nedbank to a long term customer who has a problem.