sS
sdvdm S
1 reviews | Active since Dec 2016
27 Jun 2019, 09:20
You just a Number at Nedbank
I've been banking with Nedbank since 1978,My whole working career. I turned 60 and only by speaking to a friend did I learn about the optimum account with reduced banking fees for over 60.I sent an email request which was never answered I then went in to Century City branch, waited almost an hour to see a private banker, did the application, it's now over a month and nothing, I'm still being charged a few hundred rand bank charges????? Pathetic!!! I contacted the call center this morning, I get a call back wanting to know if I want to apply for the optimum account! Grrrrrrrrrr!!!! Why must SOMTHING THAT COULD BE SORTED IN 8 HRS TAKE OVER A MONTH, STILL NOT SORTED!!! Even John Dories congratulated me on my 60th and gave me a voucher. NEDBANK has benifited 40 years of my banking and not even a word!
Helpful (0)
Replies (8)0
Replies (8)
Nedbank's replyOfficial
27 Jun 2019, 09:30Dear Shaun
Your concerns have been noted and a resolution manager will contact you to discuss the way forward.
Kind regards
Client Service Support
Nedbank's reply27 Jun 2019, 09:30
Official
Dear Shaun
Your concerns have been noted and a resolution manager will contact you to discuss the way forward.
Kind regards
Client Service Support
sS
sdvdm S's updateReviewer Update
27 Jun 2019, 14:07Thanks, but it's now 5 hours later and no one has contacted me, it seems that there is a malaise that exists in this institution that thrives on apathy and people do not take their jobs seriously. Maybe I need to escalate this to executive level.
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sdvdm S's update27 Jun 2019, 14:07
Reviewer Update
Thanks, but it's now 5 hours later and no one has contacted me, it seems that there is a malaise that exists in this institution that thrives on apathy and people do not take their jobs seriously. Maybe I need to escalate this to executive level.
sS
sdvdm S's updateReviewer Update
28 Jun 2019, 15:55So yes, I received a call back on Thursday from your client relationship manager, promised to look into it and resolve. Today Friday, no further feedback or response from Nedbank? Unacceptable you've had 24 hours since I lodged this complaint to resolve, not withstanding over a month and a half since I physically went into your branch and app**** in writing with a personal banker for this account profile to be changed. If I get no resolution by Monday, this is going to be broadcast on the social media platforms to highlight the inefficiency of your banking processes.
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sdvdm S's update28 Jun 2019, 15:55
Reviewer Update
So yes, I received a call back on Thursday from your client relationship manager, promised to look into it and resolve. Today Friday, no further feedback or response from Nedbank? Unacceptable you've had 24 hours since I lodged this complaint to resolve, not withstanding over a month and a half since I physically went into your branch and app**** in writing with a personal banker for this account profile to be changed. If I get no resolution by Monday, this is going to be broadcast on the social media platforms to highlight the inefficiency of your banking processes.
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sdvdm S's updateReviewer Update
04 Jul 2019, 14:17Today is 4th July. Another week has gone by and still not resolved, Nedbank client service is pathetic!!!!!
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sdvdm S's update04 Jul 2019, 14:17
Reviewer Update
Today is 4th July. Another week has gone by and still not resolved, Nedbank client service is pathetic!!!!!
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sdvdm S's updateReviewer Update
04 Jul 2019, 14:58This was the last response I received on Monday and today is Friday!
Dear Mr Van Der Merwe
We apologise for the delayed response .
We confirm that the complaint is being addressed
and we will revert to you with feedback.
I am the Client Services Manager who is assigned to your complaint .
Please find my contact details below :
Email :****
Tel: ***
Regards
Nedbank Client Services 1
Dear Mr Van Der Merwe
We apologise for the delayed response .
We confirm that the complaint is being addressed
and we will revert to you with feedback.
I am the Client Services Manager who is assigned to your complaint .
Please find my contact details below :
Email :****
Tel: ***
Regards
Nedbank Client Services 1
sS
sdvdm S's update04 Jul 2019, 14:58
Reviewer Update
This was the last response I received on Monday and today is Friday!
Dear Mr Van Der Merwe
We apologise for the delayed response .
We confirm that the complaint is being addressed
and we will revert to you with feedback.
I am the Client Services Manager who is assigned to your complaint .
Please find my contact details below :
Email :****
Tel: ***
Regards
Nedbank Client Services 1
Dear Mr Van Der Merwe
We apologise for the delayed response .
We confirm that the complaint is being addressed
and we will revert to you with feedback.
I am the Client Services Manager who is assigned to your complaint .
Please find my contact details below :
Email :****
Tel: ***
Regards
Nedbank Client Services 1
sS
sdvdm S's updateReviewer Update
04 Jul 2019, 15:18Well the plot thickens, So after posting this previous message, I now get a call from client services, basically saying that apart from my current 4 accounts I already have with Nedbank, they want me to open another investment account with a minimum balance of 10k and only then can I get a reduced service fee on my existing account???? So in essence, after 40 years banking with the same bank, over 60 there is no consideration for reduced service fees on my current account. Very poor client retention strategy!
sS
sdvdm S's update04 Jul 2019, 15:18
Reviewer Update
Well the plot thickens, So after posting this previous message, I now get a call from client services, basically saying that apart from my current 4 accounts I already have with Nedbank, they want me to open another investment account with a minimum balance of 10k and only then can I get a reduced service fee on my existing account???? So in essence, after 40 years banking with the same bank, over 60 there is no consideration for reduced service fees on my current account. Very poor client retention strategy!
sS
sdvdm S's updateReviewer Update
01 Aug 2019, 16:331. My MAIL TO nedbank: 31 JULY and my No fee optimum account still not working - still being charged service fees:
So I invested 10k so that I can benefit from the Optimum account without bank fees. I battle for weeks to get this right. I then personally take off my private time to go into the Canal Walk Branch and met with Chad to get everything organised. ( See preceding mail thread)
And Hey! Guess what ? This month I get slapped banking fees again!!!!
I WANT THIS RESOLVED TODAY OR ELSE I WILL GO BACK ONTO THE HELLO PETER SITE AND ESCALATE MY FUSTRATION AS A CLIENT OF THIS BANK FOR OVER 40 YEARS!
PLEASE CONFRIM THE ACKNOWLEDGEMENT AND ACTION TO BE TAKEN. THIS IS VERY WORRYING, PERHAPS I MUST START LOOKING ELSEWHERE TO DO MY BANKING!
2. Nedbanks response - can you believe this?
Good day Mr Van Der Merwe
The account was converted in the middle of a billing cycle .
That means that the new fees are applicable from the new cycle which started on 27/07 .
Our apologies for not clarifying that for you .
I have requested for a fee reversal for you as a gesture of goodwill .
3. My last response - This is now on going since May! Checked today and still paying service charges!!!!
I’m not buying this as an excuse, this issue has been on the go from 18th May when I first went into this branch. Subsequent I have been in contact with you From: Ngiba, S. (Silindile) [mailto:***]
Sent: Friday, 05 July 2019 1:27 PM
Sent: Friday, 05 July 2019 1:27 PM
Then again from my second visit to the branch:
From: Jeftha, C. (Chad)
Sent: 09 July 2019 05:49 PM
Sent: 09 July 2019 05:49 PM
“I would like to confirm that your Investment has been loaded to your profile as per your request. I would also like to confirm that your fee reversal for your maintenance fee of R150.00 was reversed into your account due to not upgrading the account to an Optimum cheque account as per your request. We could not reverse the 5 ATM withdrawals done over and above your 4 free ATM withdrawals offered by your current Everyday account within your previous cycle as this same feature of 4 free ATM withdrawals are offered on the Optimum Cheque account within a cycle as per fees and charges sent to you by Silindile. “
So this is not “a gesture of goodwill . “ this is incompetence! You have had my 10 K INVESTMENT for a month, the account Profile was supposed to be changed then and you cannot tell me that it is now because of billing cycle. If done correctly, The account profile would not have allowed charges.
This is as I repeat incompetence and I feel I need to escalate this matter to a higher level. Clearly your processes are not working or are not being followed and your staff is ***********.
I am sorry but I should not be having this added stress, doubting whether my money is being properly managed by my bank.
sS
sdvdm S's update01 Aug 2019, 16:33
Reviewer Update
1. My MAIL TO nedbank: 31 JULY and my No fee optimum account still not working - still being charged service fees:
So I invested 10k so that I can benefit from the Optimum account without bank fees. I battle for weeks to get this right. I then personally take off my private time to go into the Canal Walk Branch and met with Chad to get everything organised. ( See preceding mail thread)
And Hey! Guess what ? This month I get slapped banking fees again!!!!
I WANT THIS RESOLVED TODAY OR ELSE I WILL GO BACK ONTO THE HELLO PETER SITE AND ESCALATE MY FUSTRATION AS A CLIENT OF THIS BANK FOR OVER 40 YEARS!
PLEASE CONFRIM THE ACKNOWLEDGEMENT AND ACTION TO BE TAKEN. THIS IS VERY WORRYING, PERHAPS I MUST START LOOKING ELSEWHERE TO DO MY BANKING!
2. Nedbanks response - can you believe this?
Good day Mr Van Der Merwe
The account was converted in the middle of a billing cycle .
That means that the new fees are applicable from the new cycle which started on 27/07 .
Our apologies for not clarifying that for you .
I have requested for a fee reversal for you as a gesture of goodwill .
3. My last response - This is now on going since May! Checked today and still paying service charges!!!!
I’m not buying this as an excuse, this issue has been on the go from 18th May when I first went into this branch. Subsequent I have been in contact with you From: Ngiba, S. (Silindile) [mailto:***]
Sent: Friday, 05 July 2019 1:27 PM
Sent: Friday, 05 July 2019 1:27 PM
Then again from my second visit to the branch:
From: Jeftha, C. (Chad)
Sent: 09 July 2019 05:49 PM
Sent: 09 July 2019 05:49 PM
“I would like to confirm that your Investment has been loaded to your profile as per your request. I would also like to confirm that your fee reversal for your maintenance fee of R150.00 was reversed into your account due to not upgrading the account to an Optimum cheque account as per your request. We could not reverse the 5 ATM withdrawals done over and above your 4 free ATM withdrawals offered by your current Everyday account within your previous cycle as this same feature of 4 free ATM withdrawals are offered on the Optimum Cheque account within a cycle as per fees and charges sent to you by Silindile. “
So this is not “a gesture of goodwill . “ this is incompetence! You have had my 10 K INVESTMENT for a month, the account Profile was supposed to be changed then and you cannot tell me that it is now because of billing cycle. If done correctly, The account profile would not have allowed charges.
This is as I repeat incompetence and I feel I need to escalate this matter to a higher level. Clearly your processes are not working or are not being followed and your staff is ***********.
I am sorry but I should not be having this added stress, doubting whether my money is being properly managed by my bank.
sS
sdvdm S's updateReviewer Update
02 Aug 2019, 14:05All I want is professional efficient accurate service. I want my Optimum account to be working, my service charges reversed and commitment that this is sorted. We now in August and I started this process in May!
sS
sdvdm S's update02 Aug 2019, 14:05
Reviewer Update
All I want is professional efficient accurate service. I want my Optimum account to be working, my service charges reversed and commitment that this is sorted. We now in August and I started this process in May!