Mismanagement of funds, Duplicate Payments Still Unresolved and Now Missing Credit Card Funds, Completely Unacceptable

I’m writing this on behalf of my fiancé, Wesley [Surname], because we are absolutely fed up with the ongoing issues with Nedbank and the lack of accountability.

Last month, there were duplicate payments made from Wesley’s account. Despite multiple follow-ups, no one has contacted us with feedback or resolution. Not even an acknowledgement. We were told it would be escalated, yet weeks later, nothing has been fixed.

Now, to make matters worse, a new issue has appeared. Last night, his credit card balance showed R10,580 before purchasing R1,000 electricity. After the purchase, the balance displayed R9,500 (as expected). But this morning, when he logged into his banking app, the balance had mysteriously dropped to R6,300 — with no transaction history or explanation showing where the money went.

We assumed the credit card application was approved, but it’s impossible to trust anything when balances change overnight without reason and Nedbank can’t even provide accurate or updated data.

It’s completely unacceptable and unprofessional. We pay Nedbank to manage our money securely, not to lose track of it or leave us guessing where thousands of rands have gone.

This is our final attempt to get a proper investigation and written feedback before we take this up with the Banking Ombudsman and move all accounts elsewhere.

We expect an immediate response explaining both:

1. What happened to the missing credit card funds; and

2. Why the duplicate payments from last month still haven’t been reversed or addressed.

Nedbank, do better. This is beyond disappointing.