Why is NEDBANK not taking accountability and fixing their mess

I received a call on Friday evening, of which I requested the Nedbank agent to call me back in 5 min. She did not call. That Friday evening I checked my banking app to find an amount debited from account.

I contacted Nedbank on Saturday morning and experienced the worst service in the 30 years of banking with Nedbank.

I was taken from pillar to post, then finally through one of the only competent people in the bank, Nonhlanhla, she helped get me an agent. That agent hung up the phone on me without understanding my query.

Frustrated, I drove to the Nedbank at Mall of Africa to get help. I forgot the lady's name inside the bank, but she was helpful and got me connected to one of their agents.

The agent - Siyanda, also helpful explained that it was an error and that he will make a note for the error to be rectified. I told him that was not good enough, and that I want Nedbank to fix it immediately because I needed to use the money.

Now here is where I do not understand how Nedbank chooses its leaders. Siyanda, said he has no authority and referred me to Lerato and Meshack of whom he said were his team leaders. None of them were available. After more than 30 minutes of waiting, Siyanda said Lerato will call me back that day (Saturday - 08 Jul). To this day, nothing!

It is Monday(10 Jul), and I have received no feedback except a lousy sms from Nedbank that has nothing to do with my query. So I called Nedbank to find out why my money is not available in my account. The agent, Tebeho said it will be done in 3 business days. 3 business days for something that NEDBANK DID WRONG!!!

I told her that I am not willing to accept that timeline and wish to speak to someone to escalate the matter. She said she will refer me to her team leader Lerato because Meshack is unavailable. I waited on the line and still no Lerato to explain and most importantly HELP me with my query.

Nedbank! You have useless *********** team leaders in your home loan dept and I wish to express my utter dissatisfaction with your service! The lack of acknowledgement from any of your so called team leaders, and lack of urgency to handle my query tells me that you have no care or respect for me as a client.

Since I am not respected as a client, I wish to terminate my account and will move home loan and investment accounts somewhere else.

This is the last of the terrible service and lack of accountability from Nedbank. I do not trust them to handle my accounts in future and do not recommend them as a banking service provider.