I am very dissatisfied with the way Nedbank treats their customers

On the 29 October 2023, we were group of people and we were held hostage inside the house at gunpoint. The ******s demanded our cellphones, bank cards and pin codes. They then increased the withdrawal limits using our banking Apps. Some of the ******s withdrew cash and swiped from our bank cards while the rest of the ******s held us hostage inside the house. Once they left, we were advised only leave the house after an hour. On the same day I contacted Nedbank to stop all my accounts and was given a reference number. I explained over the phone regarding the incident, and my accounts were stopped and the next day I went to the bank and my case was transferred to the Forensic department for investigating.

Below is the feedback that was received for the forensic department.

From the information you gave us, we gather that your PIN was compromised. According to our terms and conditions, you are responsible for the safekeeping of your card and PIN. If the card is lost or ****** or you suspect that an ATM has retained it, you are liable if the PIN is used to withdraw or transact at a point-of-sale terminal or ATM.

Firstly, it is disappointing to hear that being held hostage at gun point is regarded as a compromise from my end, I guess I was supposed to fight the ********s and possibly lose my life. Secondly there is a client of Nedbank that was ****** with me, She was refunded a portion of the money withdrawn the same way as mine. That raises a question as to why am I treated differently than her?

I phoned Natasha Brown and wanted an explanation as to why the outcome of the investigation was different as compared to another Nedbank customer who was in the same ******* as I was. Only I was found that I compromised my Pin.

I escalated the matter, and it was assigned to Sicelo Mathebula and the has been no response since the 11 January 2024, I have been sending emails to Sicelo however he has not been available to give me any feedback.