Unacceptable Service and Failure to Close My Account – Ongoing Fees Charged

I am extremely dissatisfied with the service received from Nedbank Private Clients regarding the closure of my account.

On 5 September 2025, I formally requested that my account be closed. My banker sent me the required closure documents on 8 September 2025, which I signed and returned the same day. On 15 September 2025, she contacted me telephonically to confirm the closure request and advised that she would notify me once the account had been closed.

Despite completing all required steps, the account was never closed. Subsequent account fees were deducted, which I settled in good faith, assuming the closure was still being processed.

However, on 25 February 2026, account fees were deducted again, clearly indicating that the account remains open nearly six months later. This is completely unacceptable.

I scheduled a telephonic appointment with my banker to resolve the matter, but she failed to call as arranged. I have since attempted to contact her multiple times via phone and email and have received absolutely no response. The lack of communication and accountability is deeply concerning and unprofessional, particularly from a Private Clients division where a higher level of service is expected.

I have fulfilled all requirements to close this account, and the continued charging of account fees due to Nedbank’s failure to action the closure is unacceptable. I will not accept responsibility for any further fees charged on an account I requested to close months ago.

I require immediate confirmation that this account has been closed and that any fees charged after my closure request are reversed without delay.

This experience has been frustrating, time-consuming, and completely avoidable.