Poor Service

Good day,

I am livid following the service I have just received from one of your branch consultants at Protea Glen Mall Nedbank. I hardly ever go to the branch as I prefer sorting things out electronically. Being undermined the way I have been undermined at your branch infuriates me, because I thought the level of service you provide would be exemplary. The consultant's name is Sanele. I think his surname is Mdletshe, as I gave it to me while he was walking away from me without giving me any form of assistance. I didn't manage to get his surname properly.

I left work early yesterday, 20 May, to get my account reactivated as I cannot access the account. My account is blocked and pending activation due to FICA. I also went to collect and activate my son's new Migoal bank card. Sanele is the consultant that attended to my case. I ignored his behaviour while assisting me yesterday. I stood at the service desk for about 15 minutes while he was staring at the screen and clicking his mouse while silently cold. It might have been a bit less than 15 minutes, but it felt longer. He took his time assisting me with FICA without providing any explanations or updates on what he was doing. I stood on my feet the entire time since there was no chair provided while he sat at his desk taking his time. I needed help, so I comp****. There are cameras in the branch, kindly view the branch's footage to verify what I have written. I was assisted after 15:00, before 15:45. I was dressed in a maroon jersey and fawn pants.

After he was eventually finished with my FICA and my son's card activation, he advised that it will take a maximum of 24 hours for both my cheque account and my son's card to be activated. I thanked him and left the branch.

I checked my banking app the entire day today, but neither my account nor my son's card are activated. I drove at high speed trying to get to the branch before it closed, but I got to the branch at 16:00 and the doors were closed. I asked the security guard to call Sanele for me so that he could advise what is happening.

When Sanele walked out, I greeted and told him that my account is still blocked and my son's card still doesn't appear active on my app. He responded by telling me to come back tomorrow when the branch is opened. I got irritated a bit and asked him what I was doing at the branch yesterday if I have to come back tomorrow. I advised him that I cannot keep asking for time off at work to go into the branch. He advised me that he processed the documents, but maybe they might not have been processed. (How so, because he is supposed to double check his work given the sensitivity of his job.) At that point, he started to move away from me while raising his voice to argue with me. I told him to be careful how he handles this matter so as not to get himself into unnecessary trouble. He then decided to walk away telling me to speak to his manager, he is going home. He then spoke loudly and told me that he is not FICA, I must speak to his manager or come back tomorrow. What makes me irate is the fact that he didn't say that he doesn't work in the FICA department, but he told me that he is not FICA. That he when he walked away and kind of told me his name. He then walked away and left me standing at the branch door without saying anything else.

To my luck, some female branch staff walked out and asked me how she could assist. The lady took her time and explained FICA turnaround times to me. At that point, I understood that there was nothing that was going to be done to assist me further.

I have been a Nedbank client for about 5 years now. I have a cheque account, my son's account, a dormant business account (that I was Intending to re-activate this month end) and a funeral policy that lapsed and I need to reactivate soon. I went through a forced job change and salary cut that led to financial instability, but I have just started another job that has brought back my stability. My intention was to have my entire family banking with you for convenience, but after today, I am not sure if I trust Nedbank to handle my little money with respect and dignity.

I strongly doubt that the service I experienced is the standard that your company upholds. The black community that is being serviced by your bank deserves the dignity and respect equal to the services provided in the North of Johannesburg. Where it is cents or billions a person banks with your bank, we deserve to be given quality service. Your consultants are not doing us any favours by providing us with a service.

I would like the disrespect and poor service I received from your branch addressed and I would like to be given an update on my complaint. I am going to open bank accounts for my family and business at a different bank. Should I be given good service, I will close all my accounts and move to another bank. I do not think the reputation and standard of your bank should be allowed to deteriorate due to lack of proper customer service.