Horrible Service

• My problem started on the 30/09/2021 when I attempted to withdraw a cash voucher that I had received on my ***) number at the Keywest Nedbank branch around 18:06 at ATM: NY143. • I followed the normal withdrawal process and after entering the voucher number, pin and amount as per the SMS I had received, I waited for about a minute and a half while the ATM counted the money however, before I could get the funds the ATM shut down and re-booted itself and when it was done I did not receive the money. • I then tried the ATM next to it but got an error message stating that “the voucher is already used”. • I called the call centre on ***and spoke to Zinhle explaining what had just happened and she advised that she would log a saswitch query on my behalf and have the ATMs checked. I was then given a reference number for the case (***0). • On the 05/10/2021 I called the call centre ***) to follow up on my case and spoke to Lungelo who advised that my case was logged incorrectly and that he would need to relog a new case. Ref 799575 was provided. • 06/10/2021 I received an SMS from the bank stating that my case was reviewed and declined. I then called in again to find out why the case had been declined and spoke to Thabang who could not give me a clear explanation and advised that he would send an email to Lungelo for clarity and promised to revert back to me however, to this day I am still waiting for feedback. • 07/10/2021 I called in again and spoke to Bayanda and explained my whole story, unfortunately our call got cut off while he had placed me on hold. I than called again an hour later, disappointed that Bayanda nor his superiors had not called me back. I spoke to Takalani who then advised that the reason why the case had been closed was because the ATMs balanced, there wasn’t a trace of my funds. He then advised that I would need to go to the branch where the incident had occurred to get further assistance. • I then went to the Keywest branch and spoke to Elsabie who sent an email to the person that was dealing with the case for an explanation as to why it had been closed and for them to check the ATMs again. • 20/10/2021 Elsabie advised that she is still waiting for a response and that she would escalate the matter and update me as soon as possible. • I request for Nedbank to review that camera footage that will prove that I never received my money and refund me my R900 back ASAP before the branch closes for renovations on 01/11/2021