Urgent Assistance Required – Unresolved Query Regarding Loan Repayment Arrangement

I am writing to formally raise a complaint regarding the service I received from one of your consultants yesterday. I contacted Nedbank to advise that I am temporarily unable to pay my monthly loan repayment due to an upcoming medical procedure for which I must make a co‑payment. I have consistently paid my monthly loan instalments on time for almost four years without fail, and I requested that a double deduction be arranged at the end of March to accommodate this once‑off medical expense. Unfortunately, the consultant I spoke to was unhelpful, dismissive, and repeatedly spoke over me. Instead of assisting, he insisted that I pay half of the instalment immediately, despite my explanation and history of consistent payments. When I requested to speak to a manager, I was placed on hold for approximately 5–10 minutes before the call was disconnected. I did not receive any call back or feedback thereafter. This level of service is unacceptable. I felt disrespected, unheard, and treated with a lack of professionalism. Given my loyalty and responsible payment history with Nedbank, this experience is extremely disappointing—particularly as I reached out in good faith to make a responsible payment arrangement. I urgently require assistance in resolving this matter. I am simply requesting a once‑off arrangement for a double deduction at the end of March, and I expect to be treated with the professionalism and courtesy that any customer deserves. The rating star I selected does not begin to reflect my frustration with this experience. I look forward to immediate feedback and a resolution.

Thank You Fudwa Afghan *** ***