Poor IT support and customer care

NedBank’s customer service platform is indeed pathetic. I even raised a similar Hello Peter feedback to my Embassy Banking, a private banker, Lungile and her supervisor, and they were un-phased, perhaps apathetic at best to outside feedback, I regret to say.

I have had ongoing problems with accessing my online profile, with limited assistance. It has negatively affected my ability to pay my bills, and to check my account balances and to do transfers. Many back and forth calls were made, sometimes averaging 30 - 40 minutes. My first complaint was in May 2020, and it was promised that my complaint would be escalated by the bankers. My private banker denied receiving the email in front of her supervisor, who implicitly agreed.

My private banker wouldn't take the time to speak directly with IT, pull my case file and understand the facts before wasting more of my time. Instead, the supervisor pushed the IT questions completely back on me, nine months after. If the banks have a fiduciary responsibility to keep track of clients funds to the cent, surely they are aware of what goes with the systems and who is accessing the system, and if not why there is a glitch?

To date, I still have not been able to access the platform's online banking. I am holding firm on getting my banking fees refunded since this has been my worst banking experience ever; however the supervisor will not do this. Rather, they want me to have another go at accessing the account. As a private client I am extremely disappointed and frustrated with the poor and inefficient service from my private banker and from Nedbank in general.