Appaling service!!

I am appalled and disgusted on the service offered at your branches, where i accompanied my elderly and frail pensioner mother to a KZN branch (Umzimkhulu) to resolve her lost card issues. Upon arrival we were assisted and a new card was generated, however given my mother did not have access to a mobile phone, i opted to supply my number which they accepted on condition that a power of attorney is ceded, my mother agreed and signed as requested.

While is in the process, i requested for the account review, where it was discovered that unknown transaction occurred on the account on 3rd June 2025, withdrawal of funds at an ATM, where my mother is not in possession of the card in question used to withdraw funds from the account. A secondary card linked to the main account was issued previously.

Additionally the card was still active, it was bizarre that my mother did not authorize the issuance of the card and being at the branch to conduct the replacement. I requested the blockage of the card and advised i shall take the matter further as it constitutes ***** and theft, in the quest to investigate the matter, when i arrived in Johannesburg i inquired at a Nedbank branch, where i realized the power of attorney was not attached to the profile therefore they unable to assist in relation to the account in question.

I then reached the manager of the original branch, i received very unhelpful and avoiding responses, where i then reached to customer relations team, and yet as well getting response that"We are unable to further assist if there is no power of attorney signed on the account".

I am frustrated of this nonsense back and forth customer consultants not using logic application and understanding the context of an email, i have explained repeatedly the issues surrounding the power of attorney matter, why is there nobody taking progressive action and investigating WHY the power of attorney was not processed accordingly internally, why must your staff incompetence have an effect on the general customers?

As it is the matter has not been resolved which is more aggravating,i am gladly prepared to migrate my mothers bank account to an alternative bank which is more customer-centric