Poor customer service by Nedbank Quagga Branch

Dear Hello Peter

Please the e-mail that I sent to Nedbank, you are the only person who can assist us.

This email serves to express our disappointment and poor customer service from your Branch in relation to our transaction that was not processed without any courtesy communication from your end. We promised our members that they will receive their money latest 9 December 2023 as per your confirmation on Friday, the inconvenience you caused without any communication is unacceptable and unprofessional.

I wish to reiterate the following for noting and record purposes:

1 We came to your branch on the 05 December 2023 to request withdrawal as Boetapele Social Club and transfer to our members as per norm, however your told us to go back as we did not have any appointment which as the customer we were never informed prior, there is no proof to confirm that Nedbank has informed their clients to come on appointment basis for stokvel purposes.

2 However we tried to explain that we came as far as Centurion and we incurred petrol / diesel costs unfortunately our plea fell into deaf ears, we had no choice but to go back and confirmed appointment was scheduled with yourself for Friday 08 December 2023, Mr Mokoka you assured us that since there was an appointment in place everything will be finalized that friday, meaning transfer will be done authorized and released to our members and Nedbank account holders will receive their money same day, we were happy to have heard that positive commitment.

3 We revisited the branch on Friday as per confirmed appointment, you captured our accounts, we signed as confirmation that all was in order and you gave your MANAGER to authorize and release the payment, I requested assurance that the transaction was concluded and still you assured us to relax and expect money from that Friday especially Nedbank account holders, we believed you and left.

4 Today being Saturday 09 December no members has received the money as per the transfer requested and we checked on our Nedbank App there is no evidence that suggests any transaction was performed or any pending transaction that should credit our members has happened, which means nothing was done, because if Nedbank has authorized the payment we shall have received the money by now.

Let me inform you that we will revisit your branch again on Monday 11 December 2023 at 09h00 so that you can tell us the truth about our request. We have no reason to believe that you will pay us anytime soon, you inconvened our members with their money still without any explanation and disregarded the fact that our members expected their money not later than Friday 08 December 2023.

We will request a lump sum of the amount so we can pay our members on Monday, we don't have any appetite for your promise that you failed to execute to date.

Members have expressed their disappointment in your service and in our next AGM decision will be made if we should still keep our money at Nedbank in view of this below expected service experience.

Please be ready to action our request on Monday morning and we are further escalating the matter to your superiors and hello peter about the poor service.

Hello Peter, please assist us with the above matter, we need Nedbank to give us a lump sum so we can pay our members or concrete proof that eft transaction was confirmed and Nedbank account holders received their money on Monday 11 December 2023

Regards

Makgolane Motsamai

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