BAD SEUCRITY AND CUSTOMER CARE

I have trusted Nedbank with my money ,but On the 23rd of June 2023 on payday my money was ****** from my bank account, so i called the ***** department immediately and they highlighted that there was instant transaction that were done on account, and they provided three capitec accounts were my money was transferred to and also opened a case with SAPS and them with the same information. at that time i have no food the house and my debits were bouncing

So i contacted their complaint department and got hold one of their team member.

so below is the entire mail trail that was between me and them they failed to assist me financial all they did was to blame me, all i wanted was my money even now i still want it. ________________________________________________________________________________________

This is an external email. Please take care when clicking links or opening attachments. Dear Mr Rantho.

I will not ignore you sir, I am going to contact you Slovo.

Kind Regards Donald Komo

From: Slovo Rantho <***> Sent: Thursday, 03 August 2023 06:20 To: Komo, D. (Donald) <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

⚠️ CAUTION: EXTERNAL SENDER - Please be careful when opening links and attachments. ⚠️ Please report any suspicious mail to ***. Nedbank Information Security Good day Donald.

So, you will ignore my emails

Regards

From: Slovo Rantho Sent: Tuesday, August 1, 2023 1:21 PM To: Komo, D. (Donald) <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Hi Donald

Any feedback

Regards

From: Komo, D. (Donald) <***> Sent: Saturday, July 8, 2023 9:09 PM To: Slovo Rantho <Slovo---.com> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

This is an external email. Please take care when clicking links or opening attachments. Dear Slovo.

Kindly be advised that Donald will provide an update on update on the investigation. Kindly accept my sincere apology for the inconvenience caused by the delay on the same.

Kind Regards Donald Komo

From: Komo, D. (Donald) Sent: Thursday, 06 July 2023 19:01 To: 'Slovo Rantho' <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Dear Slovo.

Kindly be advised that I will contact you tomorrow sir. My sincere apology for the connection problem.

Kind Regards Donald Komo ----------------------------------------------------------------------------------- This is an external email. Please take care when clicking links or opening attachments. Dear Slovo.

Kindly accept my sincere apology for the delayed response to your complaint. Kindly be advised that after a further relook on the case by Management at *****, I regret to advise the good will has been completely declined based on you having been a victim of a voucher ****.

Your Face was allowed to be enrolled in the Apple Device, you received forced SMS alert warnings which was ignored You also would have received enotes to say that you were de-activated and yet failed to report the matter.

The ********s had access to your logins from the 1st June until your salary was received on the 23rd June.

Cell Number Ref Number Account Status Created Message Text *** MobiMoney c1b01a5c-e68c-4***-ae***d ImaliWalet Delivered 6/16/2023 Nedbank cardless withdrawal. Get R1850 with voucher *** and PIN 7502, which expires on 16/07/23. Redeem your voucher at Nedbank ATMs, PnP, Shoprite, Checkers, Boxer stores or Kazang and OTT merchants. Need help? Call ***. *** MobiMoney c1b01a5c-e68c-4***-ae***d ImaliWalet Delivered 6/16/2023 Nedbank cardless withdrawal. Get R1850 with voucher *** and PIN 7502, which expires on 16/07/23. Redeem your voucher at Nedbank ATMs, PnP, Shoprite, Checkers, Boxer stores or Kazang and OTT merchants. Need help? Call ***.

Kindly accept my sincere apology that I could not get you a positive outcome to this matter. Kindly confirm if in order to proceed and close this case.. Should you require further clarity or assistance on the same, please do not hesitate to revert back to me and I will gladly assist you further.

Kind Regards Donald Komo Client Services Manager | Client Experience | Nedbank Ltd PO Box 1144, Johannesburg 2000, South Africa T +27 (0)10 *** ----------------------------------------------------------------------------------------

From: Komo, D. (Donald) Sent: Tuesday, 18 July 2023 08:26 To: Slovo Rantho <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Dear Slovo.

Kindly be advised that I resent the motivation back to management sir, I am currently awaiting for feedback on the same. Please advised that the compromise re this ***** happened on your side. There is no one internally at Nedbank who knows your credentials, this are only known by you.

I am working on your case and I will come back to you once further feedback has been provided on the same.

Kind Regards Donald Komo -------------------------------------------------------------------------------------------- From: Slovo Rantho <***> Sent: Tuesday, 18 July 2023 08:10 To: Komo, D. (Donald) <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

⚠️ CAUTION: EXTERNAL SENDER - Please be careful when opening links and attachments. ⚠️ Please report any suspicious mail to ***. Nedbank Information Security Hi Donald

I heard anything from you again ,I see you guys are not taking me serious as am young black man ,one thing I know would have taking this matter seriously if it was a white person

I don’t understand why I should be chasing for an update all the time regarding this case ,its all good as I said before ,can I please have full names of the investigator including yours as you guys are not taking me serious so am going to take this matter further since you’re failing at performing your duties

Regards -------------------------------------------------------------------------------------------- From: Slovo Rantho Sent: Friday, July 14, 2023 9:57 AM To: Komo, D. (Donald) <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Hi Donald

Take note that my kids are starving ,my parents are starving including myself,clearly your team is heartless and for the fact that I have never shared my passwords with anyone ,knowing very well how dangerous that is ,Am in IT field whereby am well aware of damages that can be caused by sharing such information ,and on your previous email its stated that “we cannot be held liable for social-engineering incidents irrespective of the methodology used to deceive and manipulate individuals into divulging confidential private information that is used for *****ulent purposes resulting in a financial loss” can he please provide proof that my credentials were obtained through social engineering ,how can I compromise myself like that ,I made clear to him that I didn’t share my details and I remember very well when I was talking to him ,all he was saying was trying to push blame to me you guys can go through the records

Regards ------------------------------------------------------------------------------------------- From: Komo, D. (Donald) <***> Sent: Friday, July 14, 2023 9:34 AM To: Slovo Rantho <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

This is an external email. Please take care when clicking links or opening attachments. Dear Slovo.

Kindly be advised that I have referred the matter back to the team sir, you will need to allow a little bit of time. I have sent your reply back to the team. I will be liaising with you sir. The ***** took place as a result of the compromise of your security details which are only known to you.

Kindly allow me time Slovo, I have sent it back to Management, I will come back to you once further feedback has been provided on the same.

Kind Regards Donald Komo Client Services Manager | Client Experience | Nedbank Ltd PO Box 1144, Johannesburg 2000, South Africa T +27 (0)10 *** --------------------------------------------------------------------------------------------

From: Slovo Rantho <***> Sent: Friday, 14 July 2023 09:19 To: Komo, D. (Donald) <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

⚠️ CAUTION: EXTERNAL SENDER - Please be careful when opening links and attachments. ⚠️ Please report any suspicious mail to ***. Nedbank Information Security Hi Donald

Are you guys serious ,this is all madness .Am trying to call you guys now and you keep on the phone . And tell me Who can survive with this ridiculous amount that you guys are offering R1441 seriously ,

And that investigator clearly, he doesn’t know what he was doing ,I asked him a question of how could the *****ster bypass the stage where the app requires your face as part of identification ,he failed to answer

Who else can I contact regarding this issue ,clearly Nedbank is useless its not looking after its clients

And that note please provide me with full names and contact of the investigator.

Regards

------------------------------------------------------------------------------------------- From: Komo, D. (Donald) <***> Sent: Friday, July 14, 2023 8:38 AM To: Slovo Rantho <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

This is an external email. Please take care when clicking links or opening attachments. Dear Slovo.

We refer to your complaint logged under reference number ***6. Thank you for affording us the opportunity to investigate and review your complaint around the unauthorised *****ulent transactions processed on your account. We confirm that we have investigated the circumstances around your ***** and confirm that the *****ulent activity was enabled due to a compromise of your credentials. Nedbank takes ownership of a liability when our products or systems fail. However, we cannot be held liable for social-engineering incidents irrespective of the methodology used to deceive and manipulate individuals into divulging confidential private information that is used for *****ulent purposes resulting in a financial loss. This includes the hacking devices, phishing, smishing or **** calls. We therefore regret that we cannot help you in this regard. We assure you that we take your concerns seriously and value you as a client and your business to the bank and due to the ***** having taken place on your account, we are prepared to offer you an amount of R1441,41 as a once off gesture of goodwill in full and final settlement of your claim against the bank. Our offer is made without admission of liability given the compromise of your personal information which is only known to you, and is done in recognition of your loyalty and/ or long standing association with our organisation. We value your continued support and remain committed to our vision and strategy to provide you, our valued client, with a fair outcome and deliver world class service. Please acknowledge and accept your confirmation of the gesture within 5 days of this email. Regrettably in the absence of a response, our offer will be withdrawn in its entirety. We acknowledge that the above feedback may not align with your expectations on the resolution of this matter and trust that my feedback assists you in bringing closure to the same. With my focus being on digital banking crime, I would like to take this opportunity to remind you about some digital banking crime prevention tips. • Nedbank (or other institutions such as SARS) will never send you an email or SMS requiring you to click on a link or open an attachment and then enter Nedbank passwords or PIN numbers. Encrypted documents such as your bank statement only require your ID number or account number to open. • Nedbank will never call you and ask you for pins or passwords, nor will we call you to ask you to accept Approve-it messages to stop a *****ulent transaction. • Nedbank will also never call you and tell you to change your password to something we give you. Your password is always your own choice and should never be set to anything other than what you want it to be. • If your phone with your Nedbank App installed on it is ****** or lost, please immediately report this to Nedbank so that we can cancel that app installation. Treat your Nedbank app in the same way you treat your Nedbank bank card. • As a reminder watch out for signs of a SIM swap and take the necessary action to protect your online banking. Change your cell or contact Nedbank to get us to block your online banking. Kind Regards Donald Komo Client Services Manager | Client Experience | Nedbank Ltd PO Box 1144, Johannesburg 2000, South Africa T +27 (0)10 *** ---------------------------------------------------------------------------------------- From: Komo, D. (Donald) Sent: Saturday, 08 July 2023 21:09 To: 'Slovo Rantho' <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Dear Slovo.

Kindly be advised that Donald will provide an update on update on the investigation. Kindly accept my sincere apology for the inconvenience caused by the delay on the same.

Kind Regards Donald Komo ---------------------------------------------------------------------------------------- From: Komo, D. (Donald) Sent: Thursday, 06 July 2023 19:01 To: 'Slovo Rantho' <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Dear Slovo.

Kindly be advised that I will contact you tomorrow sir. My sincere apology for the connection problem.

Kind Regards Donald Komo ------------------------------------------------------------------------------------------- From: Komo, D. (Donald) Sent: Thursday, 06 July 2023 13:11 To: Slovo Rantho <***> Subject: RE: COMPLAINT REFERENCE NUMBER : ***6

Dear Slovo.

I acknowledge receipt of your e mail below. I will revert back to you once further feedback has been provided on the same.

Kind Regards Donald komo -------------------------------------------------------------------------------------------- From: Slovo Rantho <***> Sent: Thursday, 06 July 2023 12:33 To: Komo, D. (Donald) <***> Subject: Re: COMPLAINT REFERENCE NUMBER : ***6

⚠️ CAUTION: EXTERNAL SENDER - Please be careful when opening links and attachments. ⚠️ Please report any suspicious mail to ***. Nedbank Information Security Hi Donald

Please see attached screenshot

Regards Slovo

Get Outlook for Android _____________________________________________________________________________________ From: Komo, D. (Donald) <***> Sent: Monday, July 3, 2023 11:35:15 AM To: Slovo Rantho <***> Subject: RE : COMPLAINT REFERENCE NUMBER : ***6 This is an external email. Please take care when clicking links or opening attachments. Dear Slovo. We refer to your complaint logged under reference number ***6. As per our telephonic conversation of even date, I am attending to your complaint. I will revert back to you as soon as feedback has been provided on the same. Kind Regards Donald Komo Client Services Manager | Client Experience | Nedbank Ltd PO Box 1144, Johannesburg 2000, South Africa T +27 (0)10 ***

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