"Valued customer"

So it took a lot of me to type out this complaint as I am not someone that usually complain but I cannot look pass the service is experienced this morning.

So whenever Nedbank calls or sends me letters or emails I am being addresses as a valued client/customer (obviously this is how you address all your clients so there is no need for me to feel special) but today I am not feeling as this “valued” customer. The bank that I trusted, the bank I believe in, the bank that never disappointed me, the bank that I promote even though people around me complaint about them, this bank has disappointed me this morning.

So last week I app**** for a new card as the current one is giving me problems and I cannot use it at times, I was then informed it would take 3 – 4 working days and then I may collect the card. I then called on Thursday to follow up with your Promenade Mall branch and was informed the card is ready for collection. So this morning I headed over to the branch to go and collect the card, my first issue is that you have to stand in the same line with customer that have enquiries and takes time to deal with, collecting a card goes quick but you have to stand in that line in any case. So in the first few minutes the manager of the branch( I think he is the manager) came to us and advised that the systems is slow and we should just be patient at this time we were only a few people in the line and he could already see that the people is getting impatient and this was the last time I saw the manager. So I got to the consultant ( it took me 1 hour and 30 minutes to get there) just to be told that she cannot issue my card as the system was offline, now this to me was unacceptable and I informed the consultant of the time I spend in the line and that I am not leaving without the card and do not care what she is going to do to issue my card.

This to me was very frustrating as I was not informed that the systems was offline and wasted 1hour 30 minutes of my time. If the manager informed the customers that the system was offline im sure most people like myself would have left and not wasted time to stand in the line. So after I insisted I was not going to leave the manager then offered a temp card ( the consultant wanted me to come back some other time when their systems are back online). I know have to take from my time to go back to the branch some other time in order to collect my card.

I could see that other customers also got frustrated and one of the customers called the manager and asked him what was going on which he rep**** that the system was offline. The customer then asked him why he did not inform the customers which he rep**** that he was already there to inform the customers, no you need to remember that he informed the few people that was there first and that was 1hour and 30 minutes ago.

This was just disappointing and I have not expected this type of service. I was prepared to stand in the line until I received my card. I would suggest that when the systems are offline that this be communicated with your customers. Who know how many other customers are still standing in that lines not knowing that they will not be assisted.

I hope that this will be the last time that I would have to do something like this as the next time would be a letter to cancel my account. Again the bank I chose and trusted with my funds( I know its not a lot)the bank I chose to invest my money with (I know its not a lot) have dissapointed me