Ticket system/ Bad service inside Branches

Ticket system inside Branches

It is with great regret that I've been forced to write this review with regards to my multiple previous experiences I had inside the Nedbank Montana branch across from Kollenade shopping centre:

This past Saturday I drove all the way from our farm(30km away from the Branch) to come and withdraw wages. I arrived at 11:30 and asked the lady at reception how long is the waiting period before being assisted. -she rep**** by saying, "sir it will be approx. 1Hour". after which I rep**** in frustration saying that,"i hope that today, they will be calling out the "T" tickets for previous times I sat here for over 30min without any T ticket being called(different problem, will get to that a bit later...). she rep**** and said yes they are attending to them. whilst standing there a person came passed and asked the other lady if he can go out and have a smoke for the waiting period is very long and she said yes....

I draw my ticket at 11:32 and proceeded to the "leaning against the wall" queue for no seats was available(4 x teller booths un attended) After about 15min a felt the need for some refreshments(water) because of the immense heat, which Nedbank don't have available inside. -I went out, got a quick bite and drink at Nandos around the corner and came back at approx. 12:06 just to find the red light indicator on at the entrance doors on.

I managed to call the security on the inside closer and showed him my ticket that will only be due @ 12:32 but under orders he hand signalled me and tried to explain that unfortunately he cant open for me(bank still packed on insde)

I got on the phone with customer care(after a 18min wait for someone to answer) and explained my situation, they said they fully understand and will call the branch immediately to make sure I get access for my workers are leaving across broad and need there wages before end of business day Saturday. After multiple attempts she said unfortunately there is no one answering the calls and advice that I must try and get hold of security again and ask to speak to the Branch Manager....

12:48 I got hold of security and requested to see manager immediately. A lady came out and asked me what the problem was and I explained to her.

She told me that even though u have a ticket and your estimated time for someone to help u was only due at 12:32 if u are not back inside before 12:00 u wont be let back in... I asked her if she can give me an indication as to where this information is written(on the ticket or any notice board) for us as the clients to see, and she rep**** by saying "but did u ask someone for permission before u left".

after which I rep****, are u the branch manager? and her words was "unfortunately yes sir I am the Branch manager...."

I rep**** by saying: "well maybe that's why my experience at this Branch has never been pleasant" I told her: "I drove all the way here from my farm, sat like a sheep in your crowded branch without any refreshments, abided by all your rules of having to wait a full hour for assistance, and yet u don't want to assist me! maybe u should drive all the way to my farm every month end to come and sort out the workers wages" I turned around and left.....

not afternoon sir.... not "whom do I have the pleasure of speaking to".... not "how can I make things happen for u today".... not even a ****ing apology...

I left without a solution and went to fetch 2 x other peoples bank cards to assist in withdrawing the amount I required. just to have to go to a alternative banks atm, for nedbank has the least amount of atms going around...

I know everything is moving into a digital directing, but Nedbank be careful: I think there is multiple things that u guys need to have a look at with regards to my above letter... -but the most important of it all to me is, if your staff inside the branch starts telling the customers that "Nedbank Doesn't care about there employees" I would say that u have already failed....

I am not your puppet nor a sheep that gets pushed into a pen.

highly highly disgraced Gerhard Lourens