POOR CUSTOMER SERVICE, NEDBANK KEMPTON SQUARE

After my Mom's passing I went to Nedbank as she banked with them,just wanted to check and claim towards her funeral, I was told her polocy is no longer active, but her account policy of R2000 is active for the I needed a letter of Authority, that was last year May, this year January I went back with all the Docs to claim that R2000 and the money in my Mom's account, I am now told she doesn't have the R2000,but they will submit all her things and get back to me, till today no one has contacted me, imagine if she had a funeral cover with them I am sure I would still be up and down till now, POOR CUSTOMER SERVICE(KEMPTON SQUARE NEDBANK)