I am extremely disappointed with the service I received at Nedbank’s Diepsloot branch while trying to resolve an issue with my mother’s SASSA account. My mother, Yolisa Songo, is a SASSA grant recipient who has been unable to access her grant since May 2

I am extremely disappointed with the service I received at Nedbank’s Diepsloot branch while trying to resolve an issue with my mother’s SASSA account.

My mother, Yolisa Songo, is a SASSA grant recipient who has been unable to access her grant since May 2024 because her Nedbank card expired. She suffers from schizophrenia and is unable to handle these matters independently. Despite my efforts to assist her, the lack of support and clarity from Nedbank staff has caused unnecessary distress for both of us.

On December 30, 2024, I visited the Diepsloot branch and provided a police affidavit, my mother’s original ID and a copy, my passport and ID copies, and her expired card and PIN. I was told to return with a doctor’s note explaining her mental condition.

When I returned on December 31, 2024, with the doctor’s note as instructed, the branch manager turned me away, demanding a letter of administration instead. This was never mentioned during my first visit. I also explained the challenges I had faced at the Uitenhage Corkwood branch, but my concerns were completely disregarded.

Despite the Branch Manager confirming with the Uitenhage branch that I had been there with my mother, no assistance was provided. To make matters worse, I was chased away by security personnel.

This experience was humiliating and deeply frustrating. For a bank of Nedbank’s size and reputation, their processes for dealing with vulnerable clients are shockingly inadequate. The contradictory instructions, lack of empathy, and refusal to assist have prolonged my mother’s suffering.

It has now been nine months since my mother last received her SASSA grant, which she relies on for survival. As her primary caregiver, I have been sending money to her caretakers monthly, but I have other financial responsibilities as well. This situation is unacceptable.

I will escalate this matter to Nedbank’s Head Office, the Banking Ombudsman, and other public platforms if it is not resolved promptly. Vulnerable clients like my mother deserve better treatment, and Nedbank needs to address these failures immediately.

I do not recommend Nedbank to anyone, especially those with elderly or vulnerable family members.