Even after 8 months of trying, Nedbank can't stop the recurring ********** deduction coming off my account

On March 11th I first contact Nedbank after I noticed two unauthorized transactions coming off my account. I don’t often use this account so it took some time for me to notice the deductions. Nedbank requested more details regarding the transactions and my ID after which a few emails went back and forth. In the meantime I had reversed the deductions (at an extra service fee) so I thought the problem was solved. But the next month another deduction came out of my account so I then rapidly provided all relevant details about my ID and the transactions on April 3rd. On May 20th I had not heard back from Nedbank and sent another email after which the same information as previously provided was requested.

On May 21st I finally received an “answer”: Nedbank Employee: “Kindly note that the amount is reversable. We are also able to load a stop payment however the fee will be R65.00 which is valid for a period of 3 months please note that the stop payment does not guarantee that the transaction will not process if the merchant changes the description of the debit order the transaction will still process. The best way to cancel the debit is to contact the merchant directly. “

The ’stop payment’ would be ineffective seeing as the description changes every month. I then called Nedbank and was given the contact details of the Merchant. I contacted the merchant and I spoke to the company whom was deducting the money from my account; it was for a gym membership that I had cancelled two years previously. I expected the deductions to stop after that.

Last week, I realized that the deductions have still been coming off. I immediately contacted Nedbank again on November 2nd with the following email: “Dear Nedbank, I am having problems with a ********** transaction. It is an automatic debit order that is scheduled for each month. I have not authorised this, yet it is being taken off my account month after month. I contacted the merchant in May, as per the emails provided below, and requested them to stop the transactions as I have not authorised them. They couldn't explain what the payments were for so I assumed the transactions would stop. They have however been continuing for the past months (I only realised this now). I have reversed the latest transaction (description INABSAPGYM*** 211020), however the payment of September (description INABSAPGYM0004F37CE0 210920) I cannot reverse anymore because it's been too long. I can't see if any transactions were made prior to September. Can you please reverse the transactions and block any further payments from being taken from my account? I have requested Nedbank to block the payments many times now, yet it has still not happened so I would really appreciate it if someone can take action on this. Kind regards, [name]”

Today, 12 days later I receive the reply: “Good day, Thank you for using email facility, We humbly do apologize for the delayed response, we are currently experiencing very high email volume. Kindly please be advised that you will have to contact the company directly to cancel the debit order. We can assist you in trying to stop the debit order. There will be a charge of R69 for the stop payment, however if they change the reference or the amount they are debiting you, it will still go through. Your instruction to Stop Payment on your Debit Order shall be valid for a period of three (3) months only. It is your obligation to cancel the Debit Order instruction with the Beneficiary Kind Regards, [Nedbank Employee]”

I am in a circle that I can’t get out of. I have contacted the merchant and can’t stop the payments from that side, and Nedbank can’t block the merchant from taking it off my account.

It is absolutely unacceptable that a reputable bank like Nedbank cannot solve this issue for their customers.