Complaint: Nedbank Braamfontein – Unacceptable Service & Ongoing FICA Delays

I have been a Nedbank Premium Banking client since the beginning of this year, and until recently, I was genuinely satisfied with the service. I even saw myself banking with Nedbank long-term. Unfortunately, the experience at the Nedbank Braamfontein branch has completely changed my outlook.

The service at this branch is consistently slow — and I say “consistently” because it’s something every customer sitting there seems to already know. I am now going into the second week of trying to complete a simple FICA verification after my banking app restricted access to my funds. I have contacted the complaints line as well, yet I am still sitting with no resolution.

When I visited the branch, I waited for more than an hour just to be assisted. They do not issue ticket numbers, so customers are told to “just sit” with zero communication afterwards. Because of the lack of a proper queueing system, two individuals were assisted before me simply because they were older — meaning staff were literally guessing who was next. Age should not determine whose time matters.

Once it was finally my turn, the system was “slow”, and I had to wait another 30 minutes for something that should take less than 10.

Three days later, I returned during my lunch break after being promised resolution within 1–2 business days. The same issue repeated: no ticket number, no structure, slow service. I waited another 30–45 minutes and eventually had to leave, still unassisted, because my lunch break was over.

As of today, I still cannot access my own money because my verification is “still being processed”.

I am not someone who usually complains publicly, but this level of service has left me no choice. I should not be punished for being younger, nor should I spend nearly two weeks trying to complete a basic compliance step. Nedbank Braamfontein has made me seriously reconsider my loyalty to the bank.