1 reviews | Active since Dec 2018
Dissatisfied Merchant Customer
Good Day Our company made a sale of our sound equipment on the 12 March 2018 and the transaction of R102 665.33 was processed through our Merchant with no processing issues. A few days later, after I noticed that the monies hadn’t cleared into our account, I contacted the Merchant Department which informed me that they will investigate what the issue was. They came back to me stating that the transaction was **********, despite the fact that their merchant machine didn’t report any “hot card” or “hold card” notice during the processing of this ********** transaction. Despite the fact that my goods were already taken, I was told that instead I should return my merchant immediately as I had participated in ********** activities. I returned the machine as instructed on the 20th April 2018. The extremely rude lady who dealt with this query was Tazneem Naidoo and when I asked whether I will be compensated for this transaction she told me to wait until the expiry of 180 days before a final decision can be made. I have queried this with my banker Victoria Harris and her colleague Kerileng Maripa from the Boksburg Branch but to date, I have received no definitive answer. I am dissatisfied with the handling of this matter. I have been treated by Tazneem Naidoo as if I had colluded with the customer to buy these goods with a ********** card. I wasn’t treated and protected as a Mercantile Bank Client, I was instead refused further merchants based on this transaction for my other branches. Tazneem was only interested in protecting the other bank’s client. When I requested the details of the client to enable me to report a ******** case of *****/Theft to the SAPS, I was told that it was confidential. I ended up without any legal remedies, I was de*****ed but from the adverse treatment of the bank, I was the *********. Can the powers that be at Mercantile Bank, urgently revert back to me with the final decision of this case to enable me to exercise further legal remedies available to me. Details: Company Name – Addicted 2 Africa Pty Ltd
We acknowledge receipt of your complaint. This is being urgetnly addressed and feedback will be proivded.
The reference number related to this complaint will be emailed to you.
Kind regards
Mercantile Bank Team
We acknowledge receipt of your complaint. This is being urgetnly addressed and feedback will be proivded.
The reference number related to this complaint will be emailed to you.
Kind regards
Mercantile Bank Team
Mercantile Bank is required by industry regulation to ensure that ********** transactions are monitored, identified and investigated to ensure a safe and healthy card payment system. In addition to this the bank needs to ensure that we protect the confidentiality of our client and cardholder data.
The card issuing bank confirmed the ********** use of the card in the relevant transaction therefore Mercantile acted within its rights (as prescribed by payment system rules) to delay the settlement of the transaction to Addicted 2 Africa in order to investigate the transaction and circumstances around it and to mitigate the losses for the cardholder who was de*****ed.
Kind regards
Mercantile Bank Team
Mercantile Bank is required by industry regulation to ensure that ********** transactions are monitored, identified and investigated to ensure a safe and healthy card payment system. In addition to this the bank needs to ensure that we protect the confidentiality of our client and cardholder data.
The card issuing bank confirmed the ********** use of the card in the relevant transaction therefore Mercantile acted within its rights (as prescribed by payment system rules) to delay the settlement of the transaction to Addicted 2 Africa in order to investigate the transaction and circumstances around it and to mitigate the losses for the cardholder who was de*****ed.
Kind regards
Mercantile Bank Team