Disappointing and Unempathetic Service at Nedbank Uitenhage (Corkwood Branch)

I want to share my deeply frustrating and disappointing experience with the Nedbank Uitenhage Corkwood branch to help others make an informed decision about their banking choices, especially for SASSA grant recipients and vulnerable clients.

My mother, age 60 years, is a SASSA grant recipient and has been unable to access her grant since May 2024 due to her Nedbank card expiring. As her son, I traveled from Johannesburg to Uitenhage to assist her in resolving the issue since she is diagnosed with schizophrenia and is mentally unfit to handle such matters on her own.

Upon arriving at the branch on November 29, 2024, I explained my mother’s condition to the staff and requested special assistance. Despite this, we were treated like ordinary clients, waiting in a queue for over 45 minutes, which caused significant distress for my mother. When we were finally assisted, my mother provided fingerprints, completed facial recognition, and signed to update my contact number (since her previous number is no longer active). Shockingly, this update was cancelled after she signed, without explanation.

When the branch attempted to issue her a new card, my mother became overwhelmed and refused to sign on the digital pad, requesting to sign on paper instead. The staff claimed that paper signatures were not possible due to their "old system." This caused her to leave the branch upset, and despite my pleas for assistance from the cashiers to withdraw her money, the staff was unable or unwilling to help.

I left the branch after spending the entire day there with no resolution. My subsequent visit to the Diepsloot branch in Johannesburg revealed that the Uitenhage branch had failed to properly assist us, even with my mother present. I provided a medical certificate confirming her mental condition, yet my mother has still not received her grant money for nine months.

This situation has left my mother in dire straits, struggling in an environment unfit for her condition. I expected compassion and professionalism from Nedbank, especially for SASSA clients who depend on these grants for survival. Instead, I encountered unempathetic service and a complete disregard for her rights and well-being.

I am escalating this issue to Nedbank’s head office, relevant authorities, and platforms like Hello Peter to expose the neglect and lack of accountability from this branch.

To anyone considering Nedbank, especially for SASSA accounts, please think twice. The treatment of vulnerable clients at the Uitenhage Corkwood branch has been appalling, and I hope no one else endures the same ordeal.

I hope this feedback prompts Nedbank to improve their systems and, more importantly, their treatment of clients in need.

Akhona