Absolutely unhelpful

On 29 December I had *****ulent transactions go off against my debit card in South Africa while my card and I were both in Europe. I reported it to Nedbank and blocked my card. I also asked them to deliver replacement card to the self-collect boxes of Nedbank.

They had me complete the dispute form, and I never heard from them again. In the email accompanying the dispute form, it is stated that "Please note that the SLA for dispute cases are 21 working days." After many follow-ups and no reply, I eventually logged it with Nedbank over Twitter, where they actually got someone to respond on 26 January almost a moth later - miracle! Just to be told oop we never registered your case.

In this email I was also informed that 'noticed that there is a replacement card for face to face delivery, we have emailed the card delivery team to make urgent contact with you as we do not have any control of the delivery of cards.' Still waiting for the replacement card and 'someone' to contact me - almost two months later.

Further, in this email of 26 January, I was told, 'In order for the Dispute Department to act on your behalf, we require all correspondence between you and the merchant including purchase confirmation, proof of cancellation or request for a refund. We kindly request that you contact the merchant directly for a cancellation and a refund due to unauthorised charges, no goods and services received.'

After explaining in my dispute form that I made no purchases, I cannot contact any merchant directly as the purchases were not for me or from any account in my name ONLY my Nedbank debit card was *****ulently used to pay for this in South Africa - again while I'm not there and my card is with me in Europe. Just shows they didn't even open or read the dispute form.

I explained this again in my email of 29 January and asked for confirmation that it is understood. No reply. I followed up again and on 10 February received the following 'Please note our current case queuing time is 45 working days. However, the case is receiving similar high priority as any other received.'. LIKE ANY OTHER RECEIVED???!!! After you failed to register the case in the first place, failed to answer emails and it's already been two months due to your sloppy service?

If you can't service your clients, appoint more people, Nedbank. I had to now open a virtual card because you can't even get a card delivery right. Gross service.