Poor communication

Good day,

I contacted an agent via the Nedbank Money App on the 2nd of December because I was unable to make an online EFT payment from my credit card. The agent informed me that there was a restriction on the account and that she would send an email to the relevant department to remove it. I was told this would take 4 to 24 hours.

On Wednesday, I was still unable to make the payment, so I decided to wait another day. Yesterday, I tried again and experienced the same issue. This morning I contacted the call centre, and they confirmed that the email was sent but advised me that I actually needed to go into a branch. I was very frustrated, as the first agent could have informed me of this from the beginning. This caused significant inconvenience because I now had to travel to the bank, and my rental payment is still not made.

I went into the branch today, and although they tried to assist, they were unsuccessful. They informed me that there was a hold on the account and that we needed to speak to the call centre. After several attempts, we were eventually told that the relevant department was closed and that I should contact them tomorrow.

This entire experience has been extremely frustrating and time-consuming. If the correct information had been given to me initially, the matter could have been resolved much sooner. I sincerely hope this issue can be resolved urgently tomorrow, as the delay has already caused unnecessary stress and inconvenience.

Thank you.