1 reviews | Active since Jul 2011
Machine eats my card & they want to charge me to replace it!!!
<p>Today I went to use the Nedbank Self-Service Terminal machine in Canal Walk. I put my card into the machine and it malfunctioned, rebooted itself, started Windows XP (really XP in 2016?!?!?) and finally returned to the machine's home screen, at no point could I put in my pin or retrieve my card. After 10 minutes with the machine and no card, I called the Nedbank after-hours number and was given another nuimber. A very kind man at the call centre blocked my card and ordered me a new one. He then told me it would take 4-5 working days to arrive and there would be a replacement card fee of +/-R170 (I could not hear properly as I was calling from a shopping centre and did not catch his name either). I was furious and the man logged an appeal on the replacement fees. This is completely unacceptable! My card was eaten by Nedbank's outdated, malfunctioning machine, I will not pay for a replacement card when it is Nedbank's fault! I want my new card by the end of the week and the fee waived immediately! This is shocking service by Nedbank! I want to emphasise again that the call centre agent was helpful and patient, but they should at the least be authorised to waive a fee when Nedbank was the one at fault! </p>
Dear Shana,
It is not our intention to cause you any further distress or inconvenience. We definitely take your concerns to heart and a resolution manager will contact you about the way forward.
Kind regards
Client Experience Team
Dear Shana,
It is not our intention to cause you any further distress or inconvenience. We definitely take your concerns to heart and a resolution manager will contact you about the way forward.
Kind regards
Client Experience Team
Thanks to Pamela Pillay from Nedbank Service Support for being in touch and expediting the reversal of the replacement card fee, the charge has been reversed in my account which is a huge relief. She was very communicative and understanding and I appreciate her efforts.
However due to the printing of the new card and being in Cape Town and not Johannesburg I am still awaiting my new card. Sending the card with express delivery will incur a courier fee which I am not willing to pay. Pamela did advise I could get a temporary card from the bank but frankly the inconvenince and time away from work is something I cannot spare when I am going to have to do it again to collect the new card. Hopefully the replacement card arrives early next week.
Thanks to Pamela Pillay from Nedbank Service Support for being in touch and expediting the reversal of the replacement card fee, the charge has been reversed in my account which is a huge relief. She was very communicative and understanding and I appreciate her efforts.
However due to the printing of the new card and being in Cape Town and not Johannesburg I am still awaiting my new card. Sending the card with express delivery will incur a courier fee which I am not willing to pay. Pamela did advise I could get a temporary card from the bank but frankly the inconvenince and time away from work is something I cannot spare when I am going to have to do it again to collect the new card. Hopefully the replacement card arrives early next week.