Poor Communication

I app**** for a personal loan on the Nedbank portal, I was given a pre-agreement, but due to the online document submission function not working, I had to go to a branch.

I went to Rosebank Nedbank. I submitted my documents and I was told that everything was fine and the scans were just taking long, but I can leave and will receive confirmation in a short while and payment would be made soon.

Since yesterday, I have received no communication from the branch, nor myself nor the call center can contact the branch and dialing the registered number just lets a pre-recorded message play on repeat. I sat listening to this for over an hour. I also phoned the call center 3 times and they said that because of the onnline application and in-branch document submission, they cannot see my application or status and I need to go in to the branch to ask.

This is severely poor communication on Nedbank's part, between systems as well as between customer and consultants as I was assured that I would receive confirmation, a reference number, and a payout time frame and the fact that I now have to take time away from work and go sit in a branch just to find out what the status is is very unprofessional and poor customer care.

I transferred to Nedbank for better service and I am sad that this is what I have to deal with already.