Complaint Regarding Missing Greenbacks Rewards and Poor Customer Service

I am writing to formally lodge a complaint regarding my missing Greenbacks rewards, which have not reflected in my account since 29 July 2026.

I first contacted Nedbank's customer service department on 7 August 2026 to enquire about the missing rewards. After receiving no resolution or meaningful feedback, I contacted the bank again on 14 August 2026. On 28 August 2026, I made an additional five to six calls in an attempt to obtain clarity and have the matter resolved. To date, the issue remains unresolved.

What is particularly concerning is the extremely poor customer service I have experienced throughout this process. During each interaction, I was given the same generic response, namely that a large number of customers had been affected by the issue. However, at no point was I proactively notified by Nedbank of any system problem or delay affecting Greenbacks rewards. As a customer, I should not have had to repeatedly contact the bank to find out what was happening with my account.

The lack of communication, absence of progress updates, and repeated assurances without any resolution have caused considerable frustration and inconvenience. I find it unacceptable that more than a month has passed since the issue arose, yet I still have no indication of when my missing Greenbacks rewards will be credited.

I therefore request that:

My missing Greenbacks rewards from 29 July 2026 to date be investigated as a matter of urgency. A detailed explanation be provided regarding the cause of the missing rewards. Confirmation be provided of when the outstanding rewards will be allocated to my account. An explanation be provided as to why affected customers were not proactively informed of this issue. My concerns regarding the poor service and lack of communication be formally addressed.

I trust that this complaint will receive the urgent attention it deserves and that a satisfactory resolution will be provided without further delay.