Complaint about Yusuf from the ***** department and Nedbank systems

I misplaced my card in August. I thought it was somewhere in the house. Until like a few days later I suspected something was not right with my bank balance. I logged in to see if I had any new transactions but there was nothing. I then thought it should be just me not remembering what my last balance was. A week later I realised my balance had chanced but when I logged on the app there were no new transactions. I then called the bank to find out what was going on because my balances where not making sense. To my surprise they said they could not see any transactions on my account. I asked them to block my card as I suspected that I had lost my card.

It was only later on that the transactions showed on the banking app. Someone was indeed using my card.

I called ***** department and I was told they will investigate and I will get feedback after 8 weeks. 8 weeks passed and I called the card ***** department and the person I spoke to said they will send an email to the relevant party. Weeks passed but no feedback. I called again and the person I spoke to said they will send an email. I asked to be copied in the email but I never received any email.

I called in December and this time I called the complainants department. I received a call back from Yusuf letting me know that he was going to follow up. On the 21st of December he called me to let me know that the ***** department had concluded their findings.

He was very rude when I tried to find out why was it that Nedbank could not see the transactions on their system even after a week later. He told me it’s not the bank’s problem that I lost my card. ***** can happen to the best of us. I can swipe my card at a shop and it gets cloned. What I need to know is that will Nedbank be able to notify me when my card is being used. Or will I only find out 2 weeks later after I have lost huge sums of money.

I should be able to call the bank and they are able to see the transactions from their system. I shouldn’t have to do mental maths everyday to know what was my balance the last time I swiped. And they must also train people like Yusuf to learn to not speak over clients. That way they will get to understand what the client is complaining about and to not be rude to clients. I had to hang up because I could not stand the disrespect I was getting from Yusuf.

If Nedbank does not know what is going on in our account then who should know. This is a breach of trust between them and us the clients. And to make matters worse. My banker left and nobody notified me of that. I had to find out when I was half way across the world trying to find out how to activate my card so, I can withdraw money overseas. I am paying for private banking but without a banker.