1 reviews | Active since Feb 2013
Credit Card ***** - Card not replaced after 23 days and counting!!!
<p>21 January - My credit card appeared to have been skimmed after I received some activity attempts notices via sms from Nedbank. I was advised to cancel and replace my credit card and autobank card by Nedbank, with the promise of replacements being sent to me within 3-4 days.</p> <p>31 January - followed up - cards HAD been produced but problems with courier service. Escalated to "Management" and received call from "Julian" 1 Feb assuring me that it was in hand and would keep me informed.</p> <p>13 February - after NOTHING for a week and a half, followed up - cards were produced 3 February (so somebody was telling an untruth) but these were normal replacement cards as mine were supposedly about to expire. Call Centre operator Iceberng Tshwane (ID NB205791 did not know why they have not been sent to the branch; promised to escalate to "Management" and get back to me. We shall see.</p> <p>Obviously over a month-end this caused me a great number of problems drawing cash and shopping for basics without a credit card.</p> <p>If ANY of the above about the courier service problems is true then somebody should have been sacked for incompetence, letting it drag on so long. </p> <p>Assuming there is a massive backlog, as I was informed, then how much credit card business has Nedbank lost because customers are using other providers credit cards? I would guess more than enough to pay for another courier service to deliver the cards by now.</p> <p> </p>
We are sorry about the trouble you are experiencing. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
We are sorry about the trouble you are experiencing. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
I got an SMS today (14/2/2017) telling me that my Mastercard was now ready for collection at my local branch. It was there alright but while trying to collect it the assistant discovered that the card was "Locked" on the system due to it being reported "Lost". As the branch could do nothing to unlock it after 30 minutes on the phone to the Card Division, I left them to it.
I got an SMS today (14/2/2017) telling me that my Mastercard was now ready for collection at my local branch. It was there alright but while trying to collect it the assistant discovered that the card was "Locked" on the system due to it being reported "Lost". As the branch could do nothing to unlock it after 30 minutes on the phone to the Card Division, I left them to it.
I also explained that I have great trouble getting access to my money as I am still awaiting a replacement autobank card. The Supervisor, Adele, offered to open one of Nedbank's cheapest accounts for me so I could bet another card. I declined as I don't need the extra complication, cost or potential mess this will generate. They said they would follow-up and get back to me - here's holding my breath!
I also explained that I have great trouble getting access to my money as I am still awaiting a replacement autobank card. The Supervisor, Adele, offered to open one of Nedbank's cheapest accounts for me so I could bet another card. I declined as I don't need the extra complication, cost or potential mess this will generate. They said they would follow-up and get back to me - here's holding my breath!
We note your frustration with the fact that your complaint has still not been resolved. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
We note your frustration with the fact that your complaint has still not been resolved. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
17 Feb - both cards delivered, collected and working - problem resolved. Custoner Servicing front people were good. Overall management approach to the problem was not really client centric. I still had to queue at the branch whereas some financial services providers now provide door-to-door service as standard, and this would have been appropriate under the circumstances. I would also have been a lot more understanding if there had been better up-front information sharing about the problem instead of keeping me in the dark for so long.
17 Feb - both cards delivered, collected and working - problem resolved. Custoner Servicing front people were good. Overall management approach to the problem was not really client centric. I still had to queue at the branch whereas some financial services providers now provide door-to-door service as standard, and this would have been appropriate under the circumstances. I would also have been a lot more understanding if there had been better up-front information sharing about the problem instead of keeping me in the dark for so long.
We acknowledge your feedback and will definitely address the issues raised.
We acknowledge your feedback and will definitely address the issues raised.