DISGUSTING CUSTOMER SERVICE FROM THE HUB RETAIL STORE!!!!

I have been trying for the passed 6 months to get an update of my details, I have changed addresses and surnames and I will copy and paste my emails back and forth with your customer care, your stores are unable to update my details and when I called Nedbank they informed me that they dont do it either... 6 months later and my account statements are STILL going to my previous postal address and now your customer service agent Lana Lucas has stopped replying to my emails.

Below you will find my email correspondence:

From: Prea Naidoo <***> Sent: Wednesday, April 21, 2021 1:59 PM To: HubFinancialServices <***> Subject: Change of Personal particulars Good day I would like to change my personal particulars, my surname and physical address. How do I go about facilitating that? Thank you Predashree Naidoo

On Wed, Apr 21, 2021 at 3:12 PM HubFinancialServices <***> wrote: Good day Prea You can go into your nearest Nedbank branch to do the surname change and physical address change. Nedbank administer the Hub book, and unfortunately we cannot assist with updating your physical address. If you would like to update your physical address, as your postal address you are more than welcome to do so at your nearest Hub branch and they will also be able to assist with the surname change at the Hub branch as well. For the surname change they will need your new id together with the supporting documents (i.e., marriage certificate or divorce decree). Kind regards, Lana Lucas The hub financial services: Insurance administrator *** From: Prea Naidoo <***> Sent: Monday, May 3, 2021 12:22 PM To: HubFinancialServices <***> Subject: Re: Change of Personal particulars Good day Lana I went into the branch at Liberty Midlands Mall on Sunday to change my physical address and update the details, However they told me i should do it over the call center as they dont process that function. I have tried unsuccessfully to get through to your call center and the number ***just cuts off repeatedly. There are no other numbers available. Please can you assist me further. Thank you, Predashree Naidoo

On Mon, May 3, 2021 at 12:50 PM HubFinancialServices <***> wrote: Good day Prea Apologies for the inconvenience caused. You can call our call centre on ***(option 1) to update your postal address only (i.e. if you are updating your new physical address as you postal address). You can advise the agent that you would like to update your postal address for statements, and would be able to assist. Kind regards, Lana Lucas

From: Prea Naidoo <***> Sent: Monday, May 3, 2021 1:05 PM To: HubFinancialServices <***> Subject: Re: Change of Personal particulars

I just called the number provided below, however the nedbank consultant tells me I cannot change my postal address with her, and will only be able to change it at the Hub branch. I've been to the Hub Liberty mall branch and they say I can only change it via the call center or Nedbank. I'm high risk and do not want to go into a busy bank and stand in a queue just to change my postal address for a clothing account. I've recently moved and do not wish for my confidential mail to go to my previous address. Please assist, I cannot believe what a nightmare this is just to change my postal address, Im considering closing my account and putting this entire story up on hello peter and various other social media outlets.

On Mon, May 3, 2021 at 1:12 PM HubFinancialServices <***> wrote: Good day Pea Kindly provide us with your new postal address, and we will update with our call centre on your behalf. Kind regards,

Lana Lucas

From: Prea Naidoo <***> Sent: Monday, May 3, 2021 1:24 PM To: HubFinancialServices <***> Subject: Re: Change of Personal particulars

Thank you. My ID number is: ***************XX My new postal and physical address is: ***************XX

***************XX

***************XX

***X Is it possible for you to change my surname as well? I can send you a copy of my marriage certificate.

On Mon, May 3, 2021 at 2:08 PM HubFinancialServices <***> wrote:

Good day We have managed to update your postal address for statements. Agent: Siduduziwe *** Kindly provide us with a copy of your new id and your marriage certificate, we will to facilitate the process of the surname change. Kind regards, Lana Lucas

From: Prea Naidoo <***> Sent: Monday, May 3, 2021 3:27 PM To: HubFinancialServices <***> Subject: Re: Change of Personal particulars

Thank you so much Lana for all your help. you truly are an asset to the company. Kindly find attached documents as requested. Kind regards, Predashree Naidoo

On Tue, May 4, 2021 at 8:32 AM HubFinancialServices <***> wrote:

Good day Prea We have received your documents, however we require a more clearer copy of your id. The id number and your name is not clear. Kind regards,

Lana Lucas

On Wed, May 5, 2021 at 9:44 AM Prea Naidoo <***> wrote: Good day Please find attached a clearer copy of my ID. Thank you for all your efforts. Kind regards, Predashree Naidoo

From: Prea Naidoo <***> Sent: Monday, 23 August 2021 17:04 To: HubFinancialServices <***> Subject: Re: FW: Change of Personal particulars Good day Lana, The below email refers, Since our last correspondence on May 5th 2021, I still have not received a statement via post. I can only assume that the matter of my change of postal and physical address has still not been updated. Can you kindly advise further? Thank you Predashree Naidoo

On Tue, Aug 24, 2021 at 8:41 AM HubFinancialServices <***> wrote: Good day Mrs Govender Please find your latest statement attached. The statement is password encrypted, please use your is number to open. Although your postal address was updated for statements on the 03rd of May, the statement has an incorrect address. We have taken this up with our contact centre and they have attempted to update the address for statements once again. You should receive your statements at your new address by the 05th of October. Agent: Boitumelo Reference number: ***6 Kind Regards

On Wed, Oct 6, 2021 at 10:15 AM Prea Naidoo <***> wrote: Good day,

Please note I still have not received my statement at my postal address provided. I also noted that in the statement attached my ****en surname is still being used which leads me to believe none of my details have been updated as requested numerous times from April 2021. To say this is poor customer service would be an understatement.

Kindly advise for a way forward as its been 6 MONTHS of me trying to change a simple thing as surname and postal address.3

MRS P NAIDOO