Urgent: Dissatisfaction and Account Activation Issues

Item: Nedbank
Rating: 1
Author: lebo T

Dear Nedbank Customer Support,

I hope this email finds you well. I am writing to express my deep dissatisfaction with the service I have received as a new client. I recently opened a savings account in November, and I am already encountering numerous issues that have left me frustrated and in tears.

Initially, when I called your toll-free number to inquire about my account, I was told to return to the branch because the consultant who assisted me in opening the account had forgotten to complete some procedures. This oversight meant that I could not use the first PIN number I was given.

On 06/12/2024, I encountered another problem and sent an email to the contact center. I received an automated response stating that any correspondence sent to that email address would not be attended to. This left me with no resolution to my issue.

Despite numerous attempts to reach your toll-free number, my calls often do not go through. On 11/01/2024, I called the branch regarding my account, which was marked as "pending activation." I was transferred to another department and was again told to go to the branch.

Yesterday, I went to the Dobsonville Mall branch despite the heavy rain. The wait was about 2-4 hours, and I was informed by the consultant that many clients were there for RICA, and they had received numerous complaints. I explained my urgent need to withdraw money for petrol and to buy food for my kids. The consultant assured me that she would call me the next morning, but it is already lunchtime, and I have not received any call.

I called the toll-free number again and spoke to Kamogelo, explaining my situation and my urgent need to withdraw money to pick up my son at 13:30. She sent four SMS messages, but I only received two. This discrepancy concerns me regarding the safety of my account and why it is still pending.

I urgently request that my account be activated immediately. The money in my account is my savings, not a loan from the bank, and I need access to it for essential expenses.

I hope that this issue can be resolved promptly to restore my faith in Nedbank's services.

Thank you for your immediate attention to this matter.

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Replies (1)

lebo T's updateReviewer Update

16 Jan 2025, 19:49

Dear Nedbank Team,I am writing to express my frustration and deep concern regarding the ongoing issues with the activation of my account, which remains pending despite multiple attempts to resolve the matter.On 16/01/25I contacted your head office and was informed that they could not assist me in gaining access to my account. Subsequently, I reached out to the FICA department and spoke with Sibonelo, who expressed his apologies and informed me that he did not know how to resolve the issue. I have also emailed *** and ***, only to receive a response stating that it could take up to 21 days to resolve a complaint, which is not acceptable given the urgency of my situation.Due to the inability to access my funds, I have been forced to borrow money from a loanshark. Additionally, I visited your branch at Westgate Mall, where the representative was unable to understand the actions taken by the Dobsonville branch. She sent an email to RICA and was asked to wait for a response. After approximately 5 to 7 minutes, FICA responded and she requested the activation of my account, promising to call me back by the end of the day. It is now past 20:00, and I have not received any follow-up communication.This situation has left me unable to withdraw funds, purchase petrol, or buy food with the savings in my Nedbank account. The service I have received has been exceedingly frustrating, and the lack of assistance and communication from the Dobsonville branch has only compounded the issue. Their behavior has been unwelcoming and unprofessional, and I have been forced to repeatedly beg for updates and assistance.I am at my wits' end and urgently request that my account be activated immediately so that I can access my funds. The current situation is causing significant distress and inconvenience.Please treat this matter with the urgency it deserves and provide a resolution as soon as possible.Thank you for your prompt attention to this matter.Sincerely,

lebo T's update16 Jan 2025, 19:49

Reviewer Update