1 reviews | Active since Jul 2016
***** on my account at Nedbank MALAMULELE BRANCH
<p>On 10 May around 3.55pm I went to Nedbank Malamulele Branch’s ATM intending to withdraw money unfortunately my card got stuck in the ATM. I quickly alerted bank staff who refused to retrieve my card siting time for closure as their excuse. The security guard pretended to help but it did not work. The staff in question gave me assurance that my card was safe and that I should come and collect it the next day on 11 May at 9.00 am, of which I did. Surprisingly, the card was not in the bank and R3000 and R2000 had been withdrawn. The teller who assisted me then claimed to block the account and gave me a second card. She advised me to leave the second card with her so that she could process documentation pertaining to the above missing money. I went back to Nedbank at 3.45 pm on the same day 11-5-16 only to be told by the teller ( Nkanyane ) that the second card was missing. She then gave me a third card. On 16 May 2016 I went back to Nedbank again only to be told that my money to the tune of R12 000 has been ****** bringing the total to R 17 301and leaving the account with zero deposit. The bank told the bank Manager to pay me back. I saw that letter on the computer screen and the Manager said he would solve the problem now he has changed the complaint to make Nedbank reject my claim when in actual fact he was told to pay me back. I suggest we see that letter instead of the Manager concealing evidence. The issue is that I was given a second Atm card after the first one got stuck in an ATM at Nedbank. My plea to get it back fell on deaf ears till the next morning when they gave me the one they stole again though they pretended to block the account it's clear that was never done because a day later all my money disappeared. The manager is really bent on protecting the teller thus compromising the bank's reputation. Please i need assistance on this as i am in desperate need of that money, if possible someone please escalate the metter to the CEO </p>
Dear Sihambile,
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
Dear Sihambile,
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
I have not had call from your resolution managers and its more than 48 hrs since I put my complaint. This is against the Code of Banking Practice
I have not had call from your resolution managers and its more than 48 hrs since I put my complaint. This is against the Code of Banking Practice
Thank you for the call but I will not accept to be paid back R8000 yet I stand to lose more than double that amount. May I appeal to you, that the following action be taken so as to avoid wasting time and to ascertain the truth about the whole matter.
a.That the video footage for 11 May 2016, from 9:40 be viewed. I spent more than 30 minutes talking to the teller and she advised me to leave the second new ATM card which she had issued me to replace the first card. I left the card with her, and on my return at 3:45 pm same day the card was missing. The camera will determine what happened to this card. The camera must also determine whether my first ATM card was stopped or not. If the first card was stopped why was there another withdrawal of R10,499.89 and R1,600 on 12 May 2016 still using card No. ********** ********** 98 after I had gone to the bank personally to tell Nedbank to BLOCK the account and STOP the card on 11 May 2016 ?
b.That the video footage for 6 June 2016, be viewed. I went to Nedbank asked to see the Manager at around 3:35 or so roughly. The male receptionist led me to the Manager’s cubicle. I told him my reason for coming that’s when he became serious about my issue otherwise he had forgotten about it. He quickly phoned one of the tellers about it and the teller said the case had been closed and there was a letter to that effect. The Manager instructed the teller to forward the letter to his terminal. He read the letter and repeatedly said ( Case closed why?) His alarm alerted me to look at his computer and since I was sitting at an angle I managed to read the concluding statement which read (The bank is liable for the loss).I then asked the manager if I could read the whole letter and he denied but showed a bit of the screen. I just re- read the concluding remarks. It is on the basis of this conclusion that I wrote to the Manager querying why he was not in favour of the bank’s decision to reimburse me, but opted to defend the teller. Before I left the bank the Manager phoned presumably the Investigations Dept querying their decision and he spoke in T****songa obviously to avoid me.
c. That the video footage on 13-June 2016 around 3:35 pm or so be viewed. It was all about the Manager trying to force me to accept his stage managed decision that Nedbank has now turned around to say they reject my claim and I told him outrightly that I am not settling for anything besides what I read on the computer on 6-6 -16 and the Manager categorically told me off saying he cannot fail to defend the teller. Please note that I do not know about all withdrawals from 10 – 16 May 2016. I also want to know why the case took a month 11 May – 16 June, to be finalised or to inform me of the first decision. The manager waited till I asked him on 6June 2016. If he had gone for a funeral or what why did he not delegate his second in command?
d. Note: That the Nedbank Malamulele Manager has deliberately reported case of missing card No 2 (taken by teller ) in conjunction with first card. They are two separate incidents and they must be treated separately. I did not complete any questionnaire for the second incident hence it has no accountability and has been tactfully concealed by the Manager to be part of the first case. Please separate them, the video footage of 11 May 2016 must tell you what happened to the second card.It cannot disappear from the counter without any trace.
e. To make matters worse, the branch Manager in his final letter to me dated 13-6-16 lies in point number 5 that the transaction was done before the card was stopped. I reported on 11 May but precisely on 10 May 2016 but the bank staff refused to give me back my card although it was one or so minute past 4pm. Logic tells it that something could have been done to save my funds because I spoke to the staff frantically but no help, they refused totally. I became suspicious. How then could I have not reported urgently as the manager claims. The card was not stopped when I reported on 11 May 2016, that is why withdrawals were again made on 12 May 2016 .( See video footage of my report, with the teller.
f. The Manager must clarify why he is not mentioning the disappearance of card 2 issued and then taken back by the teller in the pretext that she was completing the questionnaire. He is bent on protecting the teller did they share the proceeds? NO AMOUNT OF DISCUSSION WILL SOLVE THIS EXCEPT VIEWING THE VIDEO FOOTAGE AND THE MANAGER MUST BE FORCED TO RELEASE ALL THE FOOTAGES BECAUSE HE WAS RELUCTANT TO DO SO WHEN THE INVESTIGATIONS DEPARTMENT WANTED THIS INFORMATION. ON WHAT BASIS IS THE CLAIM REJECTED THEN?
Thank you for the call but I will not accept to be paid back R8000 yet I stand to lose more than double that amount. May I appeal to you, that the following action be taken so as to avoid wasting time and to ascertain the truth about the whole matter.
a.That the video footage for 11 May 2016, from 9:40 be viewed. I spent more than 30 minutes talking to the teller and she advised me to leave the second new ATM card which she had issued me to replace the first card. I left the card with her, and on my return at 3:45 pm same day the card was missing. The camera will determine what happened to this card. The camera must also determine whether my first ATM card was stopped or not. If the first card was stopped why was there another withdrawal of R10,499.89 and R1,600 on 12 May 2016 still using card No. ********** ********** 98 after I had gone to the bank personally to tell Nedbank to BLOCK the account and STOP the card on 11 May 2016 ?
b.That the video footage for 6 June 2016, be viewed. I went to Nedbank asked to see the Manager at around 3:35 or so roughly. The male receptionist led me to the Manager’s cubicle. I told him my reason for coming that’s when he became serious about my issue otherwise he had forgotten about it. He quickly phoned one of the tellers about it and the teller said the case had been closed and there was a letter to that effect. The Manager instructed the teller to forward the letter to his terminal. He read the letter and repeatedly said ( Case closed why?) His alarm alerted me to look at his computer and since I was sitting at an angle I managed to read the concluding statement which read (The bank is liable for the loss).I then asked the manager if I could read the whole letter and he denied but showed a bit of the screen. I just re- read the concluding remarks. It is on the basis of this conclusion that I wrote to the Manager querying why he was not in favour of the bank’s decision to reimburse me, but opted to defend the teller. Before I left the bank the Manager phoned presumably the Investigations Dept querying their decision and he spoke in T****songa obviously to avoid me.
c. That the video footage on 13-June 2016 around 3:35 pm or so be viewed. It was all about the Manager trying to force me to accept his stage managed decision that Nedbank has now turned around to say they reject my claim and I told him outrightly that I am not settling for anything besides what I read on the computer on 6-6 -16 and the Manager categorically told me off saying he cannot fail to defend the teller. Please note that I do not know about all withdrawals from 10 – 16 May 2016. I also want to know why the case took a month 11 May – 16 June, to be finalised or to inform me of the first decision. The manager waited till I asked him on 6June 2016. If he had gone for a funeral or what why did he not delegate his second in command?
d. Note: That the Nedbank Malamulele Manager has deliberately reported case of missing card No 2 (taken by teller ) in conjunction with first card. They are two separate incidents and they must be treated separately. I did not complete any questionnaire for the second incident hence it has no accountability and has been tactfully concealed by the Manager to be part of the first case. Please separate them, the video footage of 11 May 2016 must tell you what happened to the second card.It cannot disappear from the counter without any trace.
e. To make matters worse, the branch Manager in his final letter to me dated 13-6-16 lies in point number 5 that the transaction was done before the card was stopped. I reported on 11 May but precisely on 10 May 2016 but the bank staff refused to give me back my card although it was one or so minute past 4pm. Logic tells it that something could have been done to save my funds because I spoke to the staff frantically but no help, they refused totally. I became suspicious. How then could I have not reported urgently as the manager claims. The card was not stopped when I reported on 11 May 2016, that is why withdrawals were again made on 12 May 2016 .( See video footage of my report, with the teller.
f. The Manager must clarify why he is not mentioning the disappearance of card 2 issued and then taken back by the teller in the pretext that she was completing the questionnaire. He is bent on protecting the teller did they share the proceeds? NO AMOUNT OF DISCUSSION WILL SOLVE THIS EXCEPT VIEWING THE VIDEO FOOTAGE AND THE MANAGER MUST BE FORCED TO RELEASE ALL THE FOOTAGES BECAUSE HE WAS RELUCTANT TO DO SO WHEN THE INVESTIGATIONS DEPARTMENT WANTED THIS INFORMATION. ON WHAT BASIS IS THE CLAIM REJECTED THEN?