I have had an on-going query with the Debt Review department of Nedbank from 08 April 2013. All problems/queries are dealt with by call centre agents who are seldom equipped to deal with the queries effectively. The agents refuse to transfer calls to management & insists that all queries/complaints be e-mailed. The e-mails are usually responded to very promptly but explanations are sometimes not meaningful. We are provided with a written explanation together with the following INVITE: " We hope the above is satisfactory to address the concerns brought forth, if we may have missed any factors on these concerns, we kindly ask that same is brought to our attention." and we are again provided with the following instruction: "For any queries please contact our call centre on 0860 109 279. Alternatively, email your queries to [Email Removed] and the cycle continues... 90% of these queries/complaints could have been resolved with a single phone call if a COMPETENT MANAGER or TEAM LEADER would take the time to discuss the matter TELEPHONICALLY! All we need is co-operation and ACTING IN GOOD FAITH as per Section 86 (5)(b) of the National Credit Act. Customer service??
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