Unacceptable Customer Service – Kempton Park Plaza Branch

Yesterday, my Nedbank profile was blocked, so I visited the Nedbank Kempton Park Plaza branch (located at 11 Central Place, Kempton Park) for assistance. The staff there were extremely unhelpful and dismissive.

First, they told me that the branch cannot assist with unblocking profiles and referred me to the contact centre. I then called the contact centre and spoke with a consultant named Simpiwe, who informed me that branch staff are supposed to assist and advised that I call while I’m at the branch if I have any trouble.

When I returned and shared this information, only then did they suddenly decide to assist me and unblocked my profile — something they previously claimed was not possible.

They then told me to return today to help me register for online banking to be reinstated. But when I went back, they claimed they were “offline.” It honestly feels like they just don’t want to assist customers and will come up with any excuse to avoid helping.

The lack of professionalism and accountability is extremely disappointing. Once this issue is resolved, I will be closing my Nedbank account and moving my salary to another bank. I would never recommend Nedbank to anyone — the customer service is disgraceful.

Action requested: I’d like Nedbank to look into the conduct at this branch and provide feedback on how they will ensure customers are treated with the service they deserve.