Making life difficult!

<p>My mother, Mrs AM de Wet, is 89 years old. She has been a Nedbank customer for many years. She used to live with me in Kloof, but in 2011 her health took a drastic turn and she had to be admitted to round-the-clock frail care at Mooihawens in Winkelspruit. Her account is still with the Kloof branch.</p> <p> </p> <p>My mother is immobile and dependent on a wheelchair. As such, I have been taking care of her affairs – ensuring medical bills, etc. are settled; buying her clothes and essentials; and other such things. Before she lost complete mobility, she personally called upon the Kloof branch to sign any documentation allowing me to have access to her accounts to attend to above-mentioned expenses. I did so for years without any impediment. The only inconvenience was that she did not have active internet banking, which meant that I had to pay her accounts using my own personal Absa internet banking facility, and then transfer the amount from her account back into my account. All of her accounts are mailed to me. I deal directly with her medical aid, her doctors, pharmacy, etc. All are aware that I handle financial matters on her behalf, with her permission. In fact, she relies on the arrangement as she is physically unable to do so herself. She cannot get to a bank and has no access to the internet. At her age, I doubt she even knows that there is such a thing as the “interweb”!</p> <p><br />A few months ago, an sms notification was sent informing that her new credit card had to be collected. I went to Nedbank but was told that I could not collect the card. She had to do so personally, or else give written permission. The Power of Attorney that my mother signed, in their presence, years ago, was now “lost”, no longer on file, and I was told that a new Power of Attorney would have to be provided before I could take possession of the card (and activate internet banking to simplify matters in future). Since the only way that I can get her to the bank is by ambulance (I drive a two-door Corsa; her wheelchair will not fit in my car, nor will I be able to lift her in and out of the car), she signed the document at the Residence in Winkelspruit. It was witnessed and certified by the social worker assigned to my mother. I took the signed document back to Nedbank and was told that their legal department would have to review it, but that I would be notified of the outcome shortly. Weeks later, with no word from Nedbank, I contacted them and was told that Indemnity forms needed to be signed. I drove back to Winkelspruit, my mother signed the forms, and I took the forms back to Nedbank. Again, I was told that the legal department would need to review the case.</p> <p><br />Weeks later, with still no word from Nedbank, my mother’s accounts were falling in arrears and I had no option but to pay a large portion at my expense, putting strain on my own affairs. Her pension is not enough to cover all of her medical bills and, since she has about R10 000 in her credit card, that money can be used to settle the outstanding accounts.</p> <p><br />Again it was up to me to contact Nedbank, only to be told, yet again, that the matter is still undecided and that they would like to speak to my mother in person, if possible via telephone. I provided them with the contact number for the Residence, and waited...</p> <p><br />And waited...</p> <p> </p> <p>By now her accounts are running into the thousands, and legal action is being threatened. I repeatedly contacted Nedbank, speaking to Loshini Moodley, but was each time told that the matter will be looked into and that she would contact me as soon as she could. Not once has she returned any of my calls. Not once.</p> <p> </p> <p>Yesterday, I went to the bank to check her balance so that I can start settling some of her outstanding bills, but the ATM machine swallowed the card. I went into the bank to retrieve the card, and was asked why I wanted to access her savings account? By now they are well-aware that of the fact that my mother has given me permission to do so. I am 64 years old. I have no ******** record. Yet my motives were very clearly treated with suspicion and I was looked upon as a *****.</p> <p><br />Without any explanation, I was told that I am not allowed access to any of her accounts. I do not know if the Power of Attorney was rejected, or if the Indemnity forms were inadequate? I followed all of their instructions, comp**** with all of their requests, and no one could give me a reason why it was denied or how to proceed further. Their only solution offered was that I hand all of her outstanding bills over to the bank and they will use her account to settle the debt.</p> <p><br />But my mother still needs money to live. I am responsible for all her needs, not just her debt. I still need to buy my mother groceries, toiletries, clothes, etc. She has appointed me as her caregiver. But now I have no access to her account whatsoever to cover any of her daily needs.</p> <p><br />My contact person at Nedbank Kloof has been Loshini Moodley. I phoned Loshini again today and asked her if they had indeed spoken to my mother, as they said they would, weeks ago, to get her permission telephonically; and was aghast when she said no. No one bothered to make contact with her.</p> <p><br />I then asked to speak to the bank manager. A message was left for her to phone me back. She never did return my call. And I can’t say that I’m surprised.<br /><br /></p> <p>The impression that I’m left with is that, according to Nedbank:<br /><br />My mother, a Nedbank customer’s wishes are being ignored and that I cannot, for whatever reason, take care of her affairs anymore.<br /><br />Or, my motives must be dishonest. Yet no one from Nedbank bothered to make contact with my mother to ascertain her needs.</p> <p> </p> <p> </p>