Complaint Regarding Unauthorized Withdrawals Despite Active Investigation

I am writing to formally lodge a complaint regarding the unauthorized withdrawals from our account, despite assurances from NetBank that the account was under investigation and any attempts to withdraw funds would be blocked.

Case Opened: On the 13th of February, 2024, we discovered that two individuals were withdrawing funds without the group's knowledge, totaling R40,000. We opened a case against them at the police station and received a case number (299/2/2024) assigned to SERG NP Diamond.

Submission to NedBank: We provided the case number and affidavits to Mapaseka, the team leader at NedBank, who assured us that the case would be escalated to the head office. We were given a reference number (#GFCFS-83178) by Mapaseka for follow-up on the 11 March 2024, and were told that the account would be frozen due to the investigation, preventing any withdrawals.

Further Withdrawals Discovered: Despite these assurances, at the end of June, we discovered that further withdrawals had been made from the account. Upon visiting the Nedbank (Golden Walk Mall) on 08 August 2024, we confirmed that the unauthorized withdrawals were continuing. Mapaseka mentioned that there was a withdrawal that has happened at Carlton Centre.Mapaseka told us we need to do affidavit to remove 2 signatories and add new signatories.

Additional *****ulent Activity: After retrieving a bank statement yesterday(29/08/2024) dating back to 2019, we found that additional amounts, including R3,600 and R70,000, had been withdrawn on 16 April 2024, leaving the account with no remaining funds.

We urgently require an explanation of the following: -How were these withdrawals permitted despite the account being flagged as under investigation and frozen?

-What internal controls failed to prevent these unauthorized withdrawals?

-Why were we not notified of the continued activity on the account?

We request that NedBank: 1.Conducts an immediate investigation into this matter. 2.Provides a detailed report explaining how the unauthorized withdrawals occurred.

We consider this a very serious matter and request your prompt attention and response to resolve it.

For more information you can contact *** / *** / ***