Indecisive managers hiding behind red tape

NELSPRUIT crossings Nedbank. 19/10. Tried to withdraw cash from ATM from my shopper greenbacks card. Card swallowed, received slip that card had expired and needed to get help at nearest Nedbank. Immediately went into the crossings branch. Assistant at counter retrieved my card. Then claimed I could not withdraw cash until New card arrived. Asked to speak to manager, who was not available, a supervisor tried to assist but to no avail. I never received any notification of card expired. Find it difficult that store management could not help. Was in front of them. Had my I'D. Could also verify with fingerprints etc. Have banked with Nedbank for over 20 years. Including homeloans etc. Feel that local managers in Nedbank branches lack reasonable decision making power and are relieved to be able to deflect decisions to Head office based divisions. Although have received SMS that they are investigating. To date no phone call or any action taken. So my question to Nedbank. From a customer service point of view. Is this going to 've the standard modus operandi with Nedbanks customers going forward, and if so why should I continue to do business with you? Looking forward to your response, AND ACTION