Tax free account confusion and no assistance from Nedbank!

My daughter visited a Nedbank branch at Mmabatho (Mahikeng, North West) on Tuesday, 10 March 2020. Her intention was to ask assistance with regards to the following: 1. To open a Tax Free Fixed Deposit account. 2. To transfer her current balance of her Tax Free Savings account (the past 2 years contribution of R33 000 each plus interest) to the new Tax Free Fixed Deposit account to earn better earnings (8%). 3. To deposit her Tax free contribution of R36 000 for this tax year, as soon as the new Tax Free Deposit Account was opened and the funds transferred from the older Tax Free Savings account. She was aware of a Tax Free Savings Account Transfer Request form that should be completed to transfer the funds between the 2 accounts, where after the older Tax free savings account will then be closed. Those funds transferred from the Tax Free Savings Account to the new Tax-Free Fixed Deposit account should then be regarded as the contributions for the previous 2 tax years and not a new contribution which would result in her exceeding the allowable contribution per year and consequently been penalized by SARS with 40% tax on the over contribution. She was assisted by a very helpful Ms Bothole. Once an interproduct transfer was done from the Tax Free Savings to the new Tax Free Fixed Deposit account, the system did not allow them to add the contribution for this year (as mentioned above). There was no Tax-Free Savings Account Transfer Request form to be completed / made available by the system. She made NUMEROUS calls to your head offices for further advise, with the goal to reverse the action that was done not even 5 minutes ago if this year's contribution couldn't be added. She was put on hold multiple times with an end result that Nedbank's head offices couldn't reverse what was done. How is that not possible from a branch manager position and even more so from your head offices?! Urgent assistance related to this matter was requested via an email sent to ***. Up until now she has not received any feedback from Nedbank! My daughter wasn't able to deposit her contribution of R36 000 for the 2020/2021 Please assist with clarity regarding the amount that has now been transferred between the 2 accounts and whether it's been done in such a manner that it will still reflect as the contributions for 2018 & 2019 respectively and NOT for 2020. If not, she now already exceeded her contribution and will be taxed at 40% on the over-contribution. Which is unacceptable! It was request that someone who has the necessary knowledge about this procedure investigate her matter and assist or even undo any wrong procedure/s that was followed on the 10 March. This is not the first time we as a family has been let down by Nedbank, yet it might be the last. It also seemed as if most staff - whether at the respective branch or your head offices - did not know the product in much detail, as most questions received vague replies. Nedbank should aim to update and train their staff involved with the tax-free accounts.

It is expected from Nedbank to solve this issue and trust that it won't be necessary for my daughter to take this issue up with the Ombudsman for Banking Services.

Yet, it seems as if nobody from Nedbank is willing to assist! How is it possible???