Poor Service!

To whom it may concern,

It is with a heavy heart that I write this, I have been a customer of Nedbank for over 5 years. For the past two months I have had a significant amount of money debited against my account for a personal loan against agreement.

In the month of February, the debit order did not go off. I called to arrange for a single debit order to go off to recover for 2 months in March and bring the account to date. To my surprise, 3 debit orders went off. The 25th fell on a Monday and I made an arrangement to have the monies for two months debited on Monday the 25th March,however, on Saturday the 23rd an amount of 1 month was debited then AGAIN an amount of 2 months (double debit) on the 25th March 219 was debited. This ultimately means 3 amounts were debited & this is against our agreement. What makes me furious is the lack of urgency/ compassion when calling your customer care line, I made a total of over 8 phone calls today alone, having to hold for over 15 minutes each time. Is this in line with the CPA? What is your AHT?

When I do get through to a consultant, I get lies that I must hold for a manager, I am told that I will get a call back in ten minutes yet no one reverts. This is completely unacceptable! Now I'm sitting irate wondering when the funds will be debited back into my account as I have other debit orders that must go off, these will bounce and I must pay the bank R90 for each unsuccessful debited order, a ballpark figure of R600 because of the banks carelessness and gross negligence.

I am seeking a resolution within the next 24 hours.

Yours faithfully,