The best service I have received in a long time.

On the 27/11/2018 @ 9:18 in the morning I called Nedbank and spoke to VERA. My request was to ask for bank my bank statements (cheque account) from January 2012 to December 2015. I had tried pulling these statements from my internet banking profile but the system could only give me statements from 2016 onwards. VERA advised me that she would have to request these from archives as they were not readily available to pull and forward to me. She further advised that this process would take about a week or so. I acknowledged that and advised her that I would wait. She then gave me query ref number ********** 8. Nothing came.

Today in the morning around 7:30 or so I called Nedbank again and got through to Arthur Graham, I told him that I had requested this information on the 27th of November 2018 and I am still waiting for them. Arthur advised me that he would assist and make sure that I get the statements. At some point during our conversation the call cut off, he quickly called me on my cell phone apologized and advised that he would get me the statements, however I would have to wait on the line until he is finished sending them because if I hang up he might get another call will come through in the interim and would he not be in a position to fulfill my request as he would then have to attend to the next caller. I hung on and statements kept on coming until he was finished with the last one. The statements are still coming through till now and I am grateful.

My question is why couldn’t VERA do this? Yes I understand that at times call volumes are high therefore the average talk time could be an issue but why did she not fulfill her promise of getting them from the archives like she said and send them within the period she specified? Why did I have to make another call?

Nevertheless today I would like to give a compliment to ARTHUR, I have been banking with Nedbank for 7 years and have never ever received this excellent service, politeness, understanding of my needs and frustrations. Nobody has ever been so kind and eager to help. Thank you ARTHUR please keep on the excellent service you gave me this morning and do it to all your clients/callers. I am truly grateful and blessed to have crossed paths with you. HAVE AN EXCELLENT XMAS and a HAPPY NEW YEAR. GOD BLESS.