Poor service with Nedbank

This is now my second review regarding Nedbank's poor service which is unacceptable. I have been in contact with Nedbank since end January 2022 to just change my cell number and address. It has cost me more than R4000 in phone calls and all I get is the call centre saying that my request to change the cell/address has been escalated to the SOS Department and we will have to just wait for their response. To date I have not had a reply from the SOS Department. I somehow think that there is no such department. It is absolutely appalling to be treated like this. I have been with Nedbank for several years. I keep getting the call centre and I keep getting the same answer " YOUR REQUEST HAS BEEN ESCALATED TO THE SOS DEPARTMENT AND WE WILL JUST HAVE TO WAIT FOR THEIR REPLY. What is wrong with the banking system????

Please see below my initial review sent to HeloPeter. I still have not had a reply from Nedbank

I am temporary living in the UK and app**** for a new card as previous one expired. Got this OK but it did not work with my old pin. I needed to change my mobile number and address and I got the forms which were filled in and verified by a Solicitor as per the rules. I also had a zoom call from the bank so that they can verify me that I am the correct person. This was 3 months ago. The bank call center said that it was forwarded to the SOS department for finalisation.

I have sent numerous emails to Nedbank SOS Department/Call centre, spent over R4000 on phone calls and I keep getting the email that my request has been escalated to the SOS department marked urgent, and we have to wait for a response. I have been told this on numerous occassions. I have a copy of the list of emails if sent if anyone wishes to enquire further.

I need the change of telephone number to be in place as I cannot do any online banking as I need a OTP and the previous number I had with the bank is non-existing. I cannot go to the branch to do this as I am in the UK hence the forms and zoom call to clarify if I am the right person. With the cost of calls I had to make I could have bought a plane ticket.

I feel that the service given to me as a Nedbank Client is absolutely disgusting. I have been with Nedbank for approx 15 years. I may not be a large client but a client nevertheless and should be treated the same as a large client.

I do not know what to do to get Nedbank to escalate the problem and sort out my banking details (Telephone Number and address). I need to be able to access my card and banking for living.