Small business matters

<p> </p> <p>Our company , Whitsand Botanicals, has had a very bad experience with Nedbank in regard with incoming funds. Unfortunately, most of the payments coming in our account are from Russia. According to the Nedbank regulations, all payments from Russia fall under sanctions and need to be verified by the Sanction department at Nedbank. Here the nightmare starts.</p> <p>1. The Sanctions department gets confused as soon as there are more than 1 payments made in our account at approximately the same time and apparently lose the information on those payments. Sometimes they tell us that they have not received a payment but a day before they already asked to provide supporing documents for that particulare payment. </p> <p>2. They keep asking the same questions and requesting invoices which we keep sending to them but for some reason they ask again and again the same questions.</p> <p>3. The situation is getting more complicated because we are not allowd to communicate with the Sanctions departmnent directly and all the communication happens through an appointed relationship manager, which does not really understand what is going on. Our RM forwards the questions sent by the Sanctions Dep to us and our answers back to the Sanctions dep without looking into the matter. Apparently she does not read our answers or forgets what we answered because next time she forwards the e-mail in which the Sanctions Dep repeats the same question or requests the same information which was sent previousely. </p> <p>The RM is either busy or reads her e-mails very seldom during the day or not in the office at all, so the procedure of forwarding e-mails there and back straches for many days, sometimes for weeks!</p> <p>In addition, we do not know in which form our answers are addressed to the Sanctions Dep because it feels like they do not get full information provided by ourselves to the RM,</p> <p>Apparently, the RM is not trained in such matters like ours and we cannot blame her. That is why it becomes ridicoulos to use the services of such a go-between person, who does not understand the matter and does not try to look into details and make effort to assist her client. In fact, our RM place a role of a postman, who does not bring our post regularly. The procedure could be, if not easier, but faster if we could communicate with the Sanctions Department directly without involving a "postman".</p>