NETCASH Debit Order System

Good day Michael (Relationship Consultant's Line Manager),

I trust you are well.

I am sure Tasneem (my Relationship Consultant) will have referred this to you and to expect a mail from me.

My batch dated 15.05.2024 (captured under a 2 day run) did not reflect this morning in my bank account as expected. This was picked up on my side and queried with your team. Initially I could not reach Tasneem telephonically and ended up with Cindy who tried to assist.

I also sent a mail, which Tasneem responded to advising she had escalated to OPS and would provide feedback. 2 hours later I had still not received feedback and sent a follow up mail. (email string below)

Tasneem contacted me, advising that they can see the batch was authorised and released but something happened on your side and the system did not register that the funds had to be credited to my Bank account.

She then advised/recommended that I capture a ‘request to release funds’ – but advised that the funds may only reflect at 14:00 today or possibly tomorrow?? No effort to expedite this seeing as the error occurred with your system and not due to a user error??

When I raised this with Tasneem she said she could cancel the request to release the funds and then a full investigation can be done by OPS but then she cannot confirm when the funds will reflect in my account??

If your OPS team was able to confirm that I pressed NO when asked if the funds were to be released to my bank account – it still wouldn’t justify the lack of effort to remedy the problem of my funds not reflecting on the date requested. Unless your OPS; client facing team and processing centre operate in silo’s where they cannot communicate with each other – you should be able to contact your processing team and request that this be moved ahead in the queue due to this being an error with your system.

After Tasneem requested I remain on hold while she confirmed this with OPS – which to my understanding would mean that it is possible, unless Tasneem has no knowledge of the processing procedure (which I doubt) but can only be done in certain circumstances.

However when Tasneem got back on the phone, I was told all processing is done in bulk and I would have to wait.

No doubt, my small account and revenue to yourselves doesn’t warrant your team bothering to rectify an error made by your system, as expeditiously as possible. I understand Value Proposition only too well being an ex-Corporate Banker– but in no way should it determine whether you do your best to correct a situation where a mistake is made by your system.

I’m disgusted.

Jenny