poor customer care

I am extremely unhappy and disappointing with Nedbank home loans department and the team leader Ruben, Received a letter for my life cover (credit life) that my policy lapsed , so Nedbank has been taking money from me and not making contributions to the insurance , meaning should something had happened to me, my child would have been homeless even when i made sure every months I payed my installments, Credit life insurance and even paid extra for my bond

i have been communicating with Ruben team leader from home loans depart , very unprofessional failed to keep his promised as he always said he will investigate and get back to me but has failed on three times , i always have to call back and was on hold for a long time

on 22 /11/2018 called and i was on hold for 1hour 36 mnts called again 23/11/2018 and was on hold for another hour and he tried to ignore my call and say he was in a meeting 27 /11/2018 called again and was on the phone for another hour for feedback that would have taken him a few minutes, I am not sure how you got Ruben to be in a leadership role with such bad customer service

thank you to Hasina (Durban call center) she was very helpful an able to assist 1st time i got good service since i have called Nedbank.

i am going to make sure that i apply with other institutions and I do not want to be stuck with nedbank and have to deal with incompetence of Ruben who do not care about clients , he was not even filing notes on system and had to explain my story everytime i called

not forgetting the consultant by the name of Rethabile i spoke to on the 22/11/2018