JH
Joanna H
1 reviews | Active since Feb 2010
26 Oct 2017, 10:05
Reason being
Good day Nedbank, I would like to close my account and have been trying to do so for 3 weeks now - to no avail!! There is always some or other excuse, my last call with your ****py call centre lasted 25 minutes this morning, and guess what....they still won't close my account. There isn't enough space here for me to list all the reasons why I have switched to Standard Bank private banking, but know this has only confirmed I have made the right choice. Please try to summon up one of your more competent staff members who are actually able to do something instead of putting me through back to the call center the moment they can't do their job. If you have any form of CRM, you will note on the system the vast number of complaints from me, but I am sure they were closed "successfully" on your system....as you do excel at one thing - closing tickets without actually doing anything about them. Please revert asap with feedback.... Word of warning to those reading here and thinking about switching to Nedbank, DON'T!!!!! The level of service just goes downhill..........you will regret it.
Helpful (0)
Replies (12)0
Replies (12)
Nedbank's replyOfficial
26 Oct 2017, 10:30Dear Client
Thank you for raising your concerns with us. We at Nedbank strive to make great banking happen for our clients and we will ensure that our best attempts are utilized in order to resolve your complaint as timeously as possible. However in order for us to be able to achieve our objective the following information is required:
Your identity number
Your account number
Your contact details
Alternatively you may email the required information to email: ***
Kind regards
Client Experience Team
Best regards,
Nedbank's reply26 Oct 2017, 10:30
Official
Dear Client
Thank you for raising your concerns with us. We at Nedbank strive to make great banking happen for our clients and we will ensure that our best attempts are utilized in order to resolve your complaint as timeously as possible. However in order for us to be able to achieve our objective the following information is required:
Your identity number
Your account number
Your contact details
Alternatively you may email the required information to email: ***
Kind regards
Client Experience Team
Best regards,
JH
Joanna H's updateReviewer Update
26 Oct 2017, 10:55Is that it really... Like I said.... Legendary at resolving complaints.....
JH
Joanna H's update26 Oct 2017, 10:55
Reviewer Update
Is that it really... Like I said.... Legendary at resolving complaints.....
Nedbank's replyOfficial
26 Oct 2017, 13:33Dear Joanna
The Resolution Manager Attempted to call you on *** and could not get a hold of you. We have requested your details so that we can intervene and assist you with the concerns raised on this post.
Kind regards
Client Experience Team
Best regards,
Nedbank's reply26 Oct 2017, 13:33
Official
Dear Joanna
The Resolution Manager Attempted to call you on *** and could not get a hold of you. We have requested your details so that we can intervene and assist you with the concerns raised on this post.
Kind regards
Client Experience Team
Best regards,
Nedbank's replyOfficial
01 Nov 2017, 09:06Good day
We thank you for allowing us to intervene and provide feedback regarding your complaint.
Should you be satisfied with our intervention it will be greatly appreciated if you would convert your complaint status.
We look forward to a long-lasting relationship
Kind regards
Client Experience Team
Best regards,
Nedbank's reply01 Nov 2017, 09:06
Official
Good day
We thank you for allowing us to intervene and provide feedback regarding your complaint.
Should you be satisfied with our intervention it will be greatly appreciated if you would convert your complaint status.
We look forward to a long-lasting relationship
Kind regards
Client Experience Team
Best regards,
JH
Joanna H's updateReviewer Update
01 Nov 2017, 12:27Good day,
No intervention has happened and nothing has been resolved. I had to physically go into a branch (old school) and close my account. I paid what was asked, my cards were taken and destroyed and all access to ANY of my accounts were taken away. After I asked that my credit card's access be retained. But guess what.....yesterday somebody from the branch phoned me and told me that I still had to pay R200+ due to my account fees not having gone off yet......so the account was physically kept open so charges could go off after the fact. How ridiculous is that!?!? I was than threatened with interest if I do not pay the amount outstanding. I paid the amount, forwarded POP and asked for a letter confirming my account is closed. Have still not received this. I have also asked for my credit card amount outstanding as I NOW also want to close that due to your staggering service ****up!! Guess what, also haven't received that!!!
The only thing you "complaints resolution" person did was send me a mail, saying I could phone him if I needed anything else. What the hell is that!?! Nedbank it is shocking that your level of service is this bad!! Shocking! So I will not be changing the status AS YOU HAVE NOT DONE A SINGLE THING!!!!
JH
Joanna H's update01 Nov 2017, 12:27
Reviewer Update
Good day,
No intervention has happened and nothing has been resolved. I had to physically go into a branch (old school) and close my account. I paid what was asked, my cards were taken and destroyed and all access to ANY of my accounts were taken away. After I asked that my credit card's access be retained. But guess what.....yesterday somebody from the branch phoned me and told me that I still had to pay R200+ due to my account fees not having gone off yet......so the account was physically kept open so charges could go off after the fact. How ridiculous is that!?!? I was than threatened with interest if I do not pay the amount outstanding. I paid the amount, forwarded POP and asked for a letter confirming my account is closed. Have still not received this. I have also asked for my credit card amount outstanding as I NOW also want to close that due to your staggering service ****up!! Guess what, also haven't received that!!!
The only thing you "complaints resolution" person did was send me a mail, saying I could phone him if I needed anything else. What the hell is that!?! Nedbank it is shocking that your level of service is this bad!! Shocking! So I will not be changing the status AS YOU HAVE NOT DONE A SINGLE THING!!!!
Nedbank's replyOfficial
01 Nov 2017, 13:05Good day Joanna
We are sorry that you feel that way. As per the formal complaint logged, the Resolution manager did intervene on the matter and liaised with the branch manager Hermie to ensure reversal of fees and closure of the account, notes on the complaint have been reviewed and correspondence between the resolution manager and the branch manager has been documents on your complaint. It is not compulsory for you to convert your complaint status.
Kind regards
Client Experience Team
Best regards,
Nedbank's reply01 Nov 2017, 13:05
Official
Good day Joanna
We are sorry that you feel that way. As per the formal complaint logged, the Resolution manager did intervene on the matter and liaised with the branch manager Hermie to ensure reversal of fees and closure of the account, notes on the complaint have been reviewed and correspondence between the resolution manager and the branch manager has been documents on your complaint. It is not compulsory for you to convert your complaint status.
Kind regards
Client Experience Team
Best regards,
JH
Joanna H's updateReviewer Update
01 Nov 2017, 13:35So you admit you did nothing? NO FEES HAVE BEEN REVERSED!!!!
JH
Joanna H's update01 Nov 2017, 13:35
Reviewer Update
So you admit you did nothing? NO FEES HAVE BEEN REVERSED!!!!
Nedbank's replyOfficial
01 Nov 2017, 13:45Your Comments have been noted.
Kind regards
Client Experience Team
Best regards,
Nedbank's reply01 Nov 2017, 13:45
Official
Your Comments have been noted.
Kind regards
Client Experience Team
Best regards,
JH
Joanna H's updateReviewer Update
01 Nov 2017, 13:55If you have no contribution to make, don't respond to the complaint. You are adding no value nor are you providing the service your customers are paying you for. Go drink your coffee and eat your scone as that is obviously what you are good at.....could see that clearly when I went into the BRANCH to TRY and close my account. Corporate head office is obviously at the same standard as the branches....LOW!
JH
Joanna H's update01 Nov 2017, 13:55
Reviewer Update
If you have no contribution to make, don't respond to the complaint. You are adding no value nor are you providing the service your customers are paying you for. Go drink your coffee and eat your scone as that is obviously what you are good at.....could see that clearly when I went into the BRANCH to TRY and close my account. Corporate head office is obviously at the same standard as the branches....LOW!
Nedbank's replyOfficial
01 Nov 2017, 14:24Noted.
Kind regards
Client Experience Team
Best regards,
Nedbank's reply01 Nov 2017, 14:24
Official
Noted.
Kind regards
Client Experience Team
Best regards,
JH
Joanna H's updateReviewer Update
13 Nov 2017, 11:43Good day Nedbank,
It is now two weeks later and I have still not received confirmation that my bank account is closed, nor have I received the credit card statements are requested. What exactly does one need to do to get some customer service?
JH
Joanna H's update13 Nov 2017, 11:43
Reviewer Update
Good day Nedbank,
It is now two weeks later and I have still not received confirmation that my bank account is closed, nor have I received the credit card statements are requested. What exactly does one need to do to get some customer service?
Nedbank's replyOfficial
13 Nov 2017, 12:01Good day Joanna ,
We note your frustration with the fact that your complaint has still not been resolved. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
Best regards,
Nedbank's reply13 Nov 2017, 12:01
Official
Good day Joanna ,
We note your frustration with the fact that your complaint has still not been resolved. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
Best regards,