System/Back Office failure CRM system

I app**** for a revolving consolidation loan on 12 March 2026 through the Nedbank Money app and uploaded all the required documents. However, I experienced difficulties uploading the settlement letter.

I contacted customer care and was initially assisted by Lihle, who uploaded my documents on 13 March 2026. As the personal loan department does not operate over weekends, the application was only attended to on Monday, 16 March 2026. At that point, it was sent back to the app requesting the settlement letter again.

I was still unable to upload the document, so I contacted customer care once more and was assisted by Pharrell, who helped upload the letter. Unfortunately, the same issue occurred repeatedly on 17, 18, and 19 March 2026.

I also sent multiple emails requesting updates but received no response. Lihle later suggested that I cancel the application. I informed her that I had been working with another consultant, Njabulo, and requested that the matter be given more time. I then sent the settlement letter directly to Njabulo.

On 20 March 2026, the app once again prompted me to upload the settlement letter, which I was still unable to do. I emailed Njabulo and the other consultants who had assisted me to notify them of the ongoing issue.

At this point, I am extremely concerned about what appears to be a system or process failure at Nedbank. To date, I have received no meaningful update only responses indicating that the back office is malfunctioning or that a query has been logged. No one has followed up as promised.

Nedbank has failed to meet its service level turnaround commitments, and the handling of this application has been highly disappointing.