SHOCKINGLY POOR CUSTOMER SERVICE

My elderly father fell ill in November and has been in and out of hospital since then. He suffered transient ischaemic attacks, followed by pneumonia, pulmonary emboli and contracted Covid while in hospital. During this time he was declared cognitively impaired by his doctor.

My mother, who has had legal power of attorney since 2015, has on several occasions been into their Nedbank branch in an attempt to gain information to pay his Credit Card. She told all the people at the branch that she just wanted to pay the account. She has been refused help every time and has been directed to contact the legal department.

During her struggle to settle the account, she received a registered letter from Nedbank demanding payment of the account and that interest continues to accrue on the account.

We have emailed the legal department all the necessary information as instructed and included the power of attorney and letter from the physician. My mother has phoned Nedbank many times without any successful resolution. Nedbank has returned her call only to tell her that someone will be in contact or that she has to call back for assistance.

I find it grossly unfair that not only has Nedbank ignored a legal document that would have allowed my mother to settle this debt in November, they continue to add interest to an account that she simply is unable to pay as they will not allow her to.

My father is primarily bedridden now and my 70 year old mother has been left to deal with their financial issues. They are both pensioners and struggle to make ends meet as it is. However, with the state of my father's health, my mother has done everything in her power to resolve this with Nedbank yet she is passed from pillar to post and no resolution, particularly with regards to the additional interest, is forthcoming.