Poor Handling of queries and Bad Customer Experience

Visited a Nedbank branch on 2026.01.20 for a deceased estate client account and presented all necessary documents including a valid Letter of Executorship issued by the Master of the High Court. The Consultant Refused to assist and insisted that we provide a Letter of Authority instead, without explaining the legal basis for this requirement, she denied us even a request for bank statements not closure of account and this resulted in unnecessary behavior of Horrible customer service experience in a very emotional weight to the sense of dealing with the deceased estate, staff assisting was not wearing Name tags ,making accountability difficult..I had to ask from their colleagues for names.

To make matters worse, visited another Nedbank branch on 2026.01.21 which is more than 50km apart from the first branch, only to find that their systems were offline for the entire day and no assistance could be provided This experience has caused repeated branch visits, waisted time,and emotional strain on our family, I had already logged a complaint with Nedbank outside the branch on my first branch because when asked for a self service kiosk,I was told they don't have something like that and since then I carry a reference number with no proper resolution

I am requesting that this matter be escalated to Nedbank Deceased Estate Department,that I may receive a written confirmation of the correct documentation required when a Letter of Executorship is presented,their branch staff lack estate department training,internal checklist defaults to estates and that the requested Bank statements be issued.thank you