Service Complaint and Lack of Responsiveness to Request

I sent an email regarding my assisted sale request to MFC on Tuesday, February 18, 2025, including all the required details as per the guidance I received from MFC agents. However, the response I received did not include a turnaround time or contact details for the Assisted Sales department. I then called and Spoke to Kifiloe Mathe who was trying to assist me by making that the assisted sales people contact me alsof or them not to debit my account , however no one called. I called again and spoke to Nicolas nothing happened again.

Since then, I have made multiple attempts to reach MFC by phone but was unable to get through until last Thursday. Even then, the information provided was minimal, and no action has been taken on my request. Today is 3 March, 2025, and I have yet to receive any further communication or updates. I have also escalated this matter by emailing MFC Client Services, but to no avail. Despite the fact that they claim 7 to 10 days will get back to me .

I do not understand how such a large financial institution can have such prolonged turnaround times, even when all the necessary documents have been submitted. The lack of communication and the constant back-and-forth with the call center have been extremely frustrating.

Additionally, I sent a follow-up email acknowledging the shortfall related to the assisted sale and outlining my plan to cover it. However, due to these delays:

My offer to purchase is now expiring. My settlement letter has likely expired. MFC has still debited my account, despite my initiation of the assisted sale process. This lack of urgency and transparency is highly concerning. As of today, I still have no clarity on the next steps or what will happen, especially considering that my account has been debited. It is extremely disappointing that despite my request for assistance, the process appears to be deliberately delayed—seemingly to extract as much money as possible from clients.

I now request urgent resolution of my issue, including a refund of the debit order that should never have been processed. The service I have received from Nedbank has been appalling, including my ongoing struggle with my Banker Curtis De Leeuw, who has failed to update my surname on the system despite my request last year. I hope I'm not paying for his services because he does nothing for me and I would like him to be removed from my account. if he was available I would not be dealing with such unprofessional service from Nedbank.

My dissatisfaction with the lack of responsiveness regarding my request. Despite multiple attempts to follow up, I have not received any meaningful updates or assistance.

This delay has caused unnecessary frustration and inconvenience, and I find the level of service to be unacceptable. I kindly request that this matter be escalated and addressed urgently.

Nedbank has the worst service I have ever received.