Formal Complaint – Unfulfilled Promises and Lack of Communication from Nedbank Merchant Services

Dear Nedbank Team,

I am a medical professional who recently made the decision to switch to Nedbank Merchant Services based on an email assurance from a Nedbank representative. I was informed that, as a healthcare provider, I qualified for a preferential rate and that a new card machine would be delivered within a few days due to the urgent nature of my business operations.

It has now been over a week, and the device has still not arrived. As a result, I have been left unable to process payments, with thousands of rands in outstanding patient accounts—placing immense pressure on my practice.

What’s more concerning is that the sales representative assigned to my account, while sympathetic and apologetic, has informed me that the merchant services department has stopped responding to her entirely. It is deeply troubling that internal communication has broken down to this extent, and I have yet to receive any explanation or follow-up call, despite repeated promises.

This experience has been extremely unprofessional and disappointing. I deeply regret moving away from my previous service provider and urge you to take immediate action to resolve this issue.