Poor service!!

On Saturday, 3 Feb '18, I went to the Cradlestone Nedbank branch to collect my bank card for my new account opened on Wednesday. My ticket number for bank card collections was C018. I noticed how everyone else and specifically the guy with ticker number C017 were all being called to "open" (not enclosed) tellers/counters. When my number was called, I was called to counter 2 which is in an enclosed area (like a small office). At first this did not seem all that weird as the bank was quite busy. But when I entered this small office, the branch manager was already standing there with the consultant. I greeted and said I am here to collect my card, and handed the consultant my ID. After this the other lady started talking to me about my money not reflecting in my investment account, etc. I told her that the one transaction is still not reflecting (the other 2 transfers came through during the night). I mentioned to her that my parents opened their accounts on Wednesday (same day as me), made their transfers that same day and their money reflected the next morning (Thursday). My grandparents opened their accounts on Thursday, made their transfers that same day and Friday morning the money reflected. Obviously I want to know why my money is not yet reflecting? The branch manager then responded to me: "I have their ID numbers. I checked their accounts on the system and the money DID NOT reflect in their accounts." Is she calling me a ****??? Is she calling of us *****??? Her response has raised BIG concerns for me: 1. Assuming she referred to my grandparents as well, where did she get their ID numbers (personal information)? At no point in time were my grandparents' names even mentioned... Did she go lookup my parents on the system? 2. She definitely did not have any of their (my parents and grandparents) consent/authorisation to check their account balances! I know Key West branch has a letter you must sign in order to give the consultant permission to check your account balances. Is this manager checking clients' bank balances without their consent and knowledge? 3. If the balances did not reflect in the accounts (which we know it did because we have proof* but let's say it did not) then there must be a very BIG flaw/error/problem with Nedbank's notification system, because then they are sending out sms's notifying clients of money that came into their accounts when it did not! *We do actually have proof that the money reflected the next day. My parents checked their transactions' dates - it was the 1st of Feb '18. My grandfather received a SMS Friday morning notifying him of the money that came into his account on the 3rd of Feb '18. The fact that the branch manager was already with the consultant looks very suspicious! Clearly they knew who I was when I came into the bank and definitely "targeted" me - why else let me go to an enclosed counter while everyone else was being helped at the "open" counters? I only went to the bank to collect my bank card. No other reason. The Complaints / Client Feedback Department has taken over the issue so I have no reason discussing it with the branch manager or anyone else at that branch! The branch also said that the Investment Department must allocate the money to my account, so from this response my conclusion is this branch can no longer assist me in resolving the problem of the money not reflecting in my account. Yet she still confronted me and indirectly called me a ****! She was also extremely rude - she raised the subject with me, but when I wanted to respond, she constantly interrupted me, giving me almost no opportunity to complete my sentences. What happened to customer service? What happened to HELPING the customer? What happened to treating the customer with RESPECT? - not pulling them into an enclosed counter just to "harass" them!

The weekend had passed, Monday came and I was still waiting for the case manager to contact me to let me know what is going on. My money was STILL NOT reflecting in my Investment account... it has been more than the 72 hours Nedbank insisted on that I must wait. Finally getting hold of the case manager, I was told a request will be sent to Investment to have the money allocated as it is in their suspense account (We already established that the money must be in the suspense account, but why was no one allocating it? And why was only 2 of my 3 transfers allocated on Thursday (reflected Friday morning)???) Anyways, the case manager will give me an update later during the day. Around noon, I still have not received any feedback. I contacted the case manager only to hear they don't have an update available for me. Why is she on my case if she is not getting it sorted? But something interesting surfaced - they had taken note of my review on hellopeter... "It's not that you don't have the right to do so but"... but what? They clearly did not like the idea that I posted all of this on hellopeter for everyone else to see. Is this why they did not have an update for me? Seemed like they were kind of spiteful...like the branch who no longer wanted to assist me when I complained about their poor service... Anyways, the case manager was also somewhat rude and did not seem to understand the problem... while everyone was passing the bucket around of who must allocate the money, and while she was enjoying her weekend (Complaints does not seem to work over weekends) - I was losing interest on my investment!!! I am happy to report that the money did reflect in my investment account this morning (4 days later than the other transfers)... Had it not been that Nedbank's interest rates on investments are better than the other banks (except Capitec), I would not have chosen Nedbank. Hope everyone else are receiving better services from all of Nedbank!