DISPUTE CASE

Good day,

Kindly be advised that I am not happy with the customer service I received from Nedbank.

I had a card transaction that went off my account on the 25th of September 2021 for R1499, it was debited by Job Leads.

I immediately called your call centre number *** for them to assist me with reversing the card transaction.

I was calling from *** and I was assisted by Tristen Neethling, the call/ dispute reference is ***2 {***} , he was very kind and helpful.

I asked him if he can assist me with reversing the card transaction and he asked if I know the merchant and I advised that yes I do know them and I had subscribed to their service in June, however their service subscription was R297 and was okay with that but now they have debited R1499 from my account and I would like for that amount to be reversed as I was not aware of it and I do not want to deal with the merchant directly as I will experience problems with getting this money back.

Tristen advised that I should try and cancel the service with the merchant and if I do not become successful, I can then call the bank to assist me.

I advised him again that I do not want to deal with the merchant directly and I would prefer to be assisted by my bank with this reversal.

Triten then advised me of the service charges of R150 that I will have to pay if I am assisted by the bank, and I said it’s fine I will pay the charges.

He then said he will send me the form that I will need to complete and email back to the ***** department they will then do an investigation and advise if I will have to pay for service fee of R150 or not.

He also advised me I should cancel the service with the merchant so that I won’t have to experience this again and once I have submitted the dispute form to the ***** department they will also need proof that I have now cancelled the service with the merchant.

He then sent me the form, I completed it and emailed it to the ***** department on the 27th of September, and I also cancelled the service with the merchant as Triten advised me.

After I have submitted the form to the ***** department, the next day I received a response that they want proof of bank statement, invoices from the merchant and proof of cancellation.

I sent all that information to them then they responded and advised me that the case is currently in review.

I waited a couple of days after I have received the response that the case is currently in review I then decided to follow up on the matter.

I called your call centre again on the 4th of October to follow up on the status of the case, I was calling from *** and I called after 4pm. I don’t remember the exact time I called.

The agent I spoke to, I don’t remember she looked into my account and advised me that she can assist with reversing the card transaction of R1499 the money will only reflect in my bank account the next day because I called after 4pm and the reversal wont go through after 4pm and she also advised that I will pay R5 charges for the reversal and R30 monthly charges for the next 3 months.

I agreed to that, I did not have a problem with paying the charges for the transaction to be reversed.

The next day on the 5th of October, the money did not reflect in my bank account.

I called your call centre again to follow up on what is happening, the agent I spoke to said to me they can’t assist with reversing the card transaction, I will have to contact the ***** department.

I explained to her that I spoke with one of the agents yesterday and she said she has done it and the agent said unfortunately they can’t help.

I waited the whole week then trying to be patient hoping I will get some feedback from your ***** department but did not receive any communication from them.

Yesterday, the 10th of October I decided to contact your ***** department directly on ***, was calling from *** at 15:53pm I spoke to one of your agents and he advised that my dispute case has been closed.

I said to the agent how can it be closed because I have not received any communication from you and the agent said the case was handled by Margaret Mzila and he is going to transfer my call to her so she can give me feedback.

The agent transferred the call, as I was holding form Margret the call dropped suddenly.

I called again and asked if I could speak to Margret, was transferred to her again and was holding again till the call dropped again.

I kept on calling and I asked another agent that assisted why is my case closed and without me being informed and am I getting my money back.

The agent said I will not be getting my money back because I subscribed to the service and the bank can’t help me.

I explained the situation to the agent and the agent was not being helpful I then asked if I could speak to the Manager.

The agent transferred my call to Sifiso Nkabibinde, he took my call and I started explaining the whole story to him about this card transaction.

Sifiso was not being helpful either, all he could say was you subscribed to the service, and we can’t help you.

I got frustrated and told him that I will escalate this matter to Hello Peter and he said it’s fine I can go ahead and do that.

I am not happy with the service I received from Nedbank.

My case was closed without anyone communicating with me.

I did not receive any feedback and I had to call to make follow up.

Sifiso did not even acknowledge that his agent Margret did not give me feedback.

All I was told is that you subscribed to the service, and we can’t help you.

Please help me with resolving this matter and have my card transaction of R1499 reversed and I still say that I am willing to pay the service charges of R150.

Thank you.