Inaccessible Funds and Service Failure

On Thursday, 24 July 2025, I was unable to access my funds via the Money App. Upon logging in, I noticed that my main account was marked as “pending activation.” I reached out to the in-app chat support and was advised to update my profile on the Money App in order to regain access. I followed the instructions, but this did not resolve the issue.

On Friday, 25 July, I visited the Somerset West branch for further assistance. A consultant scanned my ID and escalated the matter to the FICA department, informing me that the turnaround time would be 48 hours, excluding the weekend.

On Monday, 28 July, I followed up via the in-app chat again. This time I was told that the FICA department had been contacted and that the issue would be resolved within 15 to 30 minutes. Unfortunately, this did not happen.

Today, Tuesday, 29 July, I visited the Grabouw branch, where I was informed by the consultant that the only action she could take was to send an email on my behalf. As of now, I still do not have access to my funds.

This delay has had serious consequences for me. I had financial obligations I was committed to, which I have now missed. Most devastatingly, today was the final deadline for paying my registration fee, and due to Nedbank’s failure to resolve this matter, I will no longer be able to further my studies this year.

I am deeply disappointed by the lack of urgency and resolution from your side, and I request immediate intervention to rectify this issue.