Subject: Complaint against Inadequate Feedback on Home Loan Refinance Process

Dear Nedbank ,

I am writing this letter to express my disappointment and frustration regarding the poor service I have received from Sandra Kate Botsane “Client Services Manager” regarding my home loan refinance application. I believe it is essential to bring your attention to the unprofessional conduct that has taken place throughout this process.

On June 15th, 2023, I app**** to refinance my house loan - my Bond was submitted in early March, granted on March 15th, 2023, and registered on June 1st, 2023. Everything was given the go-ahead with an acceptable valuation.15 days later, I received a letter indicating DECLINE, stating that "the property does not meet our lending criteria, and therefore we cannot approve your application." I'm a Nedbank primary private banked client who recently funded a property. The same bank that awarded me a home in which I intend to live with my family 15 days later informs me that it does not meet their financing criteria. Why was it given in the first place?

The main issue I want to highlight is the lack of proper feedback provided by the bank employee assigned to handle my initial enquiry directed to her on the June 14, 2023. Despite repeated attempts to obtain important information regarding the procedure and the reason for my application's rejection, I have only received evasive responses, and unresponsive calls in the past week.

Given the significance of this financial decision for me, it is critical that I understand the reasons for the rejection in order to rectify any potential shortcomings and better my financial situation. Unfortunately, the bank employee in charge of my case has failed to provide any substantive answer, leaving me befuddled and disappointed.

Moreover, as a customer, I believe it is my right to receive prompt and transparent feedback regarding the status of my application. However, the lack of communication from your employee has caused unnecessary anxiety and delays in my attempts to seek clarification and resolve any potential issues.

I kindly request that you take immediate action to rectify this matter by conducting a thorough investigation into the actions of the employee assigned to my case. It is essential that they follow professional standards and ensure clear and prompt communication with customers throughout the loan application process and queries raised thereof.

Furthermore, I request a comprehensive update on my loan application, including a detailed explanation of the decline and any necessary information to support it. I also expect to be provided with solutions or alternatives to either address the identified issues and reapply for refinancing or explore other possibilities to improve my financial situation.

In addition to addressing my issues, I hope you will use this occasion to reevaluate your customer service policies and ensure that all bank workers adhere to the highest levels of professionalism, transparency, and accountability.

I anticipate a prompt resolution and a favourable response from your institution. Failure to appropriately address my issues may compel me to reevaluate my banking relationship and look into alternative organizations that prioritize client happiness.

I am dealing with the bank in good faith and expect to be treated like a client. Thank you for your time and consideration in this situation; I look forward to a fast conclusion. Yours sincerely,

Luciano Magada

Dear Nedbank ,

I am writing this letter to express my disappointment and frustration regarding the poor service I have received from Sandra Kate Botsane “Client Services Manager” regarding my home loan refinance application. I believe it is essential to bring your attention to the unprofessional conduct that has taken place throughout this process.

On June 15th, 2023, I app**** to refinance my house loan - my Bond was submitted in early March, granted on March 15th, 2023, and registered on June 1st, 2023. Everything was given the go-ahead with an acceptable valuation.15 days later, I received a letter indicating DECLINE, stating that "the property does not meet our lending criteria, and therefore we cannot approve your application." I'm a Nedbank primary private banked client who recently funded a property. The same bank that awarded me a home in which I intend to live with my family 15 days later informs me that it does not meet their financing criteria. Why was it given in the first place?

The main issue I want to highlight is the lack of proper feedback provided by the bank employee assigned to handle my initial enquiry directed to her on the June 14, 2023. Despite repeated attempts to obtain important information regarding the procedure and the reason for my application's rejection, I have only received evasive responses, and unresponsive calls in the past week.

Given the significance of this financial decision for me, it is critical that I understand the reasons for the rejection in order to rectify any potential shortcomings and better my financial situation. Unfortunately, the bank employee in charge of my case has failed to provide any substantive answer, leaving me befuddled and disappointed.

Moreover, as a customer, I believe it is my right to receive prompt and transparent feedback regarding the status of my application. However, the lack of communication from your employee has caused unnecessary anxiety and delays in my attempts to seek clarification and resolve any potential issues.

I kindly request that you take immediate action to rectify this matter by conducting a thorough investigation into the actions of the employee assigned to my case. It is essential that they follow professional standards and ensure clear and prompt communication with customers throughout the loan application process and queries raised thereof.

Furthermore, I request a comprehensive update on my loan application, including a detailed explanation of the decline and any necessary information to support it. I also expect to be provided with solutions or alternatives to either address the identified issues and reapply for refinancing or explore other possibilities to improve my financial situation.

In addition to addressing my issues, I hope you will use this occasion to reevaluate your customer service policies and ensure that all bank workers adhere to the highest levels of professionalism, transparency, and accountability.

I anticipate a prompt resolution and a favourable response from your institution. Failure to appropriately address my issues may compel me to reevaluate my banking relationship and look into alternative organizations that prioritize client happiness.

I am dealing with the bank in good faith and expect to be treated like a client. Thank you for your time and consideration in this situation; I look forward to a fast conclusion. Yours sincerely,

Luciano Magada