Complaint Regarding *****ulent Activity and Inadequate Support from Nedbank

I am writing to formally lodge a complaint against Nedbank regarding a deeply distressing experience involving a personal loan, *****ulent activity, and the bank’s inadequate response and investigation for both reference number GFCFS-183066 and GFCFS-183305.

On 22nd OF July 2025, I app**** for a personal loan via the Nedbank app. The loan was approved, and the funds were paid out without any contractual agreement being sent to me for review or signature. My intention was to use the funds to settle existing debts and purchase a vehicle in cash.

Unfortunately, this turned into a nightmare. I was referred to a company called Auction Nation to purchase a car. I paid R18,150 to an ABSA account based on a quote they provided. Soon after, they began requesting additional payments, which raised suspicions. I visited their location in Bellville and was informed that this individual had ****med many others.

While still in the area, I went to WeBuyCars with the remaining R97,000 intending to purchase a vehicle. At that moment, I received a call from a woman named Nicole, claiming to be a Nedbank consultant. She stated that the R18,150 had been recovered and that she needed to open new Nedbank accounts to transfer the funds back to me. She sent me an SMS that appeared legitimate and convinced me to transfer the R97,000 to what I believed were new Nedbank accounts. It turns out these were Capitec accounts *****ulently opened in my name.

I later received a call from the real Nedbank confirming I had fallen victim to phishing. They advised me to file an affidavit with the police and stated they had managed to freeze the *****ulent accounts and recover some funds. However, the emotional and financial damage was already done.

Despite multiple calls and escalations to Nedbank, including interactions with managers Samantha, Karin, Tata, and Sholona Pillay, I received inconsistent and often disrespectful treatment. Ms. Pillay, in particular, was rude and dismissive, blaming me for the ***** and worsening my mental health to the point where I was booked off work twice due to stress.

On 27 August, I received an email from investigator Tshabalala Mohau stating that the R18,150 could not be recovered (Case No: GFCFS-183066). I appealed this decision, as Nicole had claimed the funds were recovered. I requested further investigation, but the responses have been inadequate and lacking empathy.

im working in a high-pressure financial services role, this situation has severely impacted my mental health, financial stability, and future prospects. I am now burdened with a loan I cannot afford, as the funds were ****** before I could use them for their intended purpose. This will negatively affect my credit score and employment opportunities, including my ability to purchase a home.

I am not seeking handouts but a fair resolution. I respectfully request the Ombudsman to:

Investigate Nedbank’s handling of this case, including the lack of proper loan documentation and security. Review the conduct of their staff, particularly Ms. Pillay. Assist in securing a resolution that either cancels or restructures the loan, given the circumstances. Ensure accountability for the internal breach that may have enabled the *****. I have attached all relevant documentation, including the police affidavit, correspondence with Nedbank, and proof of transactions.

On 5 September 2025, I contacted Nedbank again and was transferred multiple times—from the Debt Review Department to the Forensics Help Desk—where I had to repeat my traumatic experience yet again. I explicitly requested not to speak to Ms. Sholona Pillay due to the emotional distress she has caused me. Despite this, she demanded to be put through to me and once again spoke over me, disregarding my request and worsening my mental state. I asked to speak to someone higher, and she claimed the person was in a meeting and would call me back. I have received no follow-up call to date.

Furthermore, when I asked about the progress of my case with Capitec, Ms. Pillay informed me that the investigation only began on 2 September 2025, despite my documents being submitted on 23 July 2025. This delay is not only irresponsible but has added to my distress and lack of trust in Nedbank’s ability to handle this matter professionally and empathetically.

Thank you for your time and consideration.

Sincerely, Chantel Davids