I queried a duplicate debit order deduction on my cheque account to understand why the duplication was made and hopefully to have the duplicate reversed. During my first call, I was transferred to a number stating that the particular department was already CLOSED. Unnecessary and ultimately a waste of a call. Second call the service number, the agent simply stated that the debit order cut-off time on a Saturday is at 13:00 followed by silence. No offer of assistance, no number provided, no offer to check the duplicate on the account nor even asking for the account number - nothing. I asked politely what I can do at this point to escalate my request, hoping that he would at least offer to look on my account and provide some insight. His response, a simple 'You can phone back Monday'... then silence. No number provided, no offer to check, no email address offered to send the query to, no initiative from his side to escalate the investigation or request - nothing. Nedbank, simple basic client service principles seem to be lacking.
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