Nedbank Conversion
 SUPPLIER |
Nedbank |
 INDUSTRY |
Banking |
| BRANCH / AREA | Northsite / Sundowner | COUNTRY | South Africa |
| TIME / DATE | 09:56 Tue 17 Jan | PERSON RESPONSIBLE | ATM Machine/ Retained... |
| CUSTOMER | kn780722 | View all reports by user |
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| PROBLEM | Feedback / Response |
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| INCIDENT | Tue 17 Jan | ||
| HEADLINE | Inconvenienced due to processes and laws |
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In my hungry state-I ordered food and went to draw cash at the Nedbank ATM machine in our building.My cheque card got retained due to the ATM Machine experiencing a technical error.The machine never returned my card.I immediately contact the call centre @ 0800110929.I was told that their process entails me visiting a branch to order a replacement card.I voiced my dissatisfaction with the agent as I was being inconvenienced as a result of their machine experiencing a technical problem and not due to my card being faulty. I was being told that they are following processes. My issue is that the machine is being maintained and serviced by a human being - therefore I excpect someone to retrieve my card and return it back to me. The response I kept on getting was around processes and laws. Why should I be inconvenienced by laws whilst experiencing a negative client experience due to your machine having a technical issue. I had to also wait for the ref no to be issued as they had a technical problem :56686158 |
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| SUPPLIER'S RESPONSE | Nedbank | Time and Date | 14:02:36 | Tue 17 Jan 12 |
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Hello kn780722, Complaint reference number - CCT: 414242 Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention. Please note we have referred this matter to our ATM Custodian for investigation and feedback. On receipt of same, we will respond to you with our findings. Yours sincerely Executive Services Support | Client Services | Nedbank Group Ltd |
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| CUSTOMER'S FEEDBACK | kn780722 | Time and Date | 17:02:07 | Thu 19 Jan 12 |
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Quite Impressed:
I received an e-mail from them on the same day, followed by a call the following. Nedbank arranged a replacement card and sent me an sms to advise that its ready for collection within a week. They promised to reverse the costs associated with ordering the replacement card; furthermore they promised to re-visit their processes. Miss my old card though:( |
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