Poor Service

Contacted Nedbank regarding 3 issues with my Greenbacks account. After spending 23 minutes trying to get the operator to understand the severity of my one issue where it appeared that my entire reserve of Greenbacks had been withdrawn without my permission, she eventually advised that 2 issues were to be escalated to a superior for attention (***). She felt that she couldn't deal with my 3rd issue and transferred my call. After spending some time explaining my problem to this new helper, I was advised that the call had been transferred to the wrong person and that it would, again, have to be transferred. However to prevent me from waiting in a call queue she would go and fetch the correct person. Well, after waiting another 12 minutes the call quite conveniently got dropped. How can I ensure some level of competent service?

My complaint goes hand in hand with the drop in service levels at branches of Nedbank. Not only did I recently have to wait and hour and 8 minutes to be served when purchasing Forex at Canal Walk Branch but my own branch (Pinelands) has down graded from 2 Enquiry Clerks and 3 Tellers to now alternating between and 3 tellers to deal with both Enquiry and Teller functions, which results in long waits and unhappy customers.

Instead of exacerbating the situation of poor service with their planned 1500 retrenchments, why don't Nedbank and the other commercial banks cut the exorbitant bonuses paid to General Management and invest such savings in more front line service.