Avo mobile money app

Subject
Formal Complaint Against Nedbank – Unresolved AVO Mobile Money Funds (R700)

Good day,

I trust you are well.

I would like to formally lodge a complaint against Nedbank regarding funds that have not been returned to my account despite several attempts to resolve the matter directly with the bank.
I have been a Nedbank client for several years and have never previously experienced problems with my account or the service provided.

In December 2025, I deposited an amount of R700 into the AVO Mobile Money application. Thereafter, I attempted to withdraw the funds and transfer them into my SavyPlus savings account, but I was unable to do so.

I contacted the Nedbank telephone helpline and explained the situation to a consultant. I was informed that the request could not be processed because the AVO Mobile Money application was no longer operational and had been removed from the Nedbank platform.

I then requested that the consultant log a withdrawal request on my behalf. A reference number was provided (***), and I was informed that the process would take approximately five working days.
After the five working days had passed, the funds had still not been transferred. I contacted Nedbank again and continued following up on the matter several times between December 2025 and February 2026 without resolution.

During the last week of February 2026, I again contacted Nedbank and was informed that the funds would reflect in my SavyPlus savings account within 48 hours. However, when I checked my account thereafter, the AVO Mobile Money application had disappeared from the platform and the amount of R700 was no longer visible.

I again contacted Nedbank and requested clarity. I was referred to a team leader who was reportedly in a meeting and would return my call, but I never received a call back. Later that same day I contacted Nedbank again, only to find that no progress had been made regarding my case.

I then requested to speak with the complaints department where I explained the entire matter and provided the relevant reference number. A complaint was logged and I was informed that the matter would be investigated (Complaint ***).

However, to date (13 March 2026), I have not received the R700, nor have I received any feedback or communication from Nedbank regarding the outcome of this complaint.
I have made several reasonable attempts to resolve this matter directly with Nedbank, but unfortunately the issue remains unresolved.

I therefore kindly request that the Ombudsman for Banking Services investigate this matter and assist in facilitating the return of the R700 that is owed to me, or alternatively advise on appropriate compensation for the inconvenience and lack of resolution.


Despite numerous follow-ups with Nedbank’s complaints department, I continue to receive the same response — that the matter is still being worked on and that the refund will be processed. Unfortunately, no meaningful progress has been made and the funds have still not been returned to me.

On the morning of 13 March, I spoke to the team leader, who confirmed that he was personally attending to the transfer of the R700 and assured me that the funds would be processed. However, as of 13:00 on 13 March, no transaction has been processed and the funds have still not been reflected in my account.

I have made several attempts to resolve this matter directly with Nedbank and have exercised patience while waiting for feedback and action from their side. Despite these assurances, the issue remains unresolved and the funds that rightfully belong to me have still not been returned.

Given the repeated delays and the lack of resolution, I respectfully request that the Ombudsman for Banking Services investigate this matter and assist in facilitating the return of my funds, or any appropriate remedial action deemed necessary.

Kind regards