Poor Service

Good afternoon,

I'm reaching out with some feedback about my recent experience at Nedbank Bank. While I'm not currently a customer of yours, I felt compelled to share my disappointment with the service provided.

This morning, I accompanied my elderly uncle to your branch to renew his expiring bank card before I leave town next week. Upon arrival, I couldn't help but notice a lack of acknowledgment towards elderly customers, particularly concerning given my uncle's health condition—he walks with a crutch after suffering a stroke. I had to find a suitable chair for him to sit comfortably while waiting.

When it was our turn, I approached the teller to explain our situation, only to be informed that we should return closer to the card's expiry date. Given my impending travel and the considerable effort it took to bring my uncle to the bank, this was quite frustrating. Moreover, the requirement for him to be present makes the process even more challenging.

Despite agreeing to the fee for a new card, the overall experience was disheartening. While trying to assist my uncle to the counter, I found myself once again searching for a chair to accommodate his needs. It was disappointing to note the lack of proactive assistance from your staff, especially considering the discomfort my uncle experienced, compounded by the stares he received while waiting.

I urge you to remind your branch staff that if there were a self-service option available, we would have gladly chosen it. It's crucial for all staff members to treat elderly customers with the respect and assistance they deserve.