Unrecognized Account and Outstanding IT3(b)

My tax practitioner has informed me that a Nedbank account under my name generated a significant amount of interest income in the current tax year, based on data Nedbank itself submitted to SARS. I was given the account number by my tax practitioner. I do not recognise this account. The only Nedbank product I have ever held is a student account, which never came close to holding a balance capable of generating this level of interest. My mother is a former employee of Nedbank and may have taken an investment on my name many years ago.

My tax practitioner cannot finalise my return until I have this account's IT3(b) certificate. Nedbank's own reporting to SARS has created a problem that Nedbank itself is now unable to resolve. I also intend to close this account and access the funds in it, and I expect a clear process for doing so.

What I have been put through so far:

- Went into a branch in person. Was told the consultant "can't help" and given a number to call instead. - Spent roughly 1.5 hours on the phone, transferred repeatedly between consultants. Not one of them could tell me what this account actually is. I heard guesses ranging from insurance, to Nedgroup Investments, to a unit trust - nobody could confirm anything. - I gave the account number and completed full ID verification every single time I was transferred. That should have been more than enough for someone to pull up the account. - Multiple calls were simply disconnected mid-conversation, forcing me to start over from zero each time - with a new consultant, repeating the same information, getting the same non-answers. The last consultant admitted it might be a unit trust account, then told me the unit trust department had already closed for the day. I had already spoken to Nedgroup prior with no help.

This is not a complicated request. I need Nedbank to (1) confirm what this account is, (2) issue the IT3(b) certificate so my tax return isn't held up any further, and (3) tell me how to close the account and release the funds.

An institution that reports interest income to SARS under my name should be able to tell me, on request, what that account is. 1.5 hours of being bounced between departments, dropped calls, and guesswork is not an acceptable standard of service, particularly with a tax deadline on the line. I am a Medical Doctor with an extremely busy work schedule. I cant afford to take more time off work.

I expect someone from Nedbank to contact me directly via email and resolve this without further delay.

Truly disappointing service ...