Unpleasant and poor service with no regard for clients.

My name is Marcia moshapo ID ***, writing on behalf of my husband Manele Jacob Mokobane ID *** who has been banking with them for a few years now. He purchased electricity using the app to the value of R600.00 on the 1st July 2020, but i did not get my token. He then immediately contacted the call center and was told to go to the branch for assistance. With most of their branches closed, he struggled until he went to Festival mall Kempton park. after waiting for the branch to open for an hour, he was told to contact the call center as they cannot assist, which i feel there is clearly a lack of customer service and competency among the employees within Nedbank. He spoke to a Mr Sibusiso Nkosi Employee number NB206837 who said he would contact him with a token within 3 hours, which did not happen.When he called back he was told he is in a meeting. An email was sent to a Tshidi Mabitsela who requested the value and municipality, which was given to her and yet there is still no resolution. He also called the head office and spoke to Sharleen who simply said the reason there is no response is because there are too many reference numbers. How does a company as big as Nedbank not have a system that can record a reference number that remains active on one client and blame the delay of resolution on many reference numbers. We have had to buy bits and pieces waiting for the token which will now amount to nothing due to multiple purchases and we need this resolved.