Poor Service and Lack of Accountability from Assigned Relationship Banker

I am writing this message out of deep disappointment and frustration regarding the service I have received from one of your Relationship Bankers, Ms. Enid Chikonyora, who is currently assigned to manage my profile.

Over the past few weeks, I’ve had to follow up with her repeatedly on matters that required prompt attention. Unfortunately, she has consistently demonstrated a lack of diligence and urgency in fulfilling her responsibilities. I have had to chase her for updates on numerous occasions—many of which were time-sensitive—and in several instances, she has acted without consulting me, making independent decisions that further complicated matters.

I do not believe Ms. Chikonyora has displayed the level of professionalism, accountability, or customer care expected from someone in her position. Her repeated failure to follow through, along with her tendency to prioritize other clients while disregarding urgent matters raised by myself, has caused significant inconvenience and distress. Frankly, I question whether she is adequately equipped to hold this role, or if perhaps she should consider a different path—because what I’ve experienced does not reflect the standard I expect from a leading institution like Nedbank.

This experience has left me feeling neglected and undervalued as a client. As a result, I am seriously contemplating the closure of all my accounts with Nedbank and moving my business elsewhere.

I formally request that this matter be escalated to the relevant senior managers for urgent review, and that disciplinary action be taken where necessary. No client should have to endure such a level of service failure, especially not after multiple attempts to resolve issues through the proper channels.