Nedbank Astonishing Service

On the 12th of December 2019 I made a withdrawal of R 1,500 using my Nedbank Card on the Capitec ATM in Goven Mbeki Road in Port Elizabeth and did not get the money only received an sms notification telling me that money has left my account. In my assumption is sometimes an ATM can do that if it has no money but correct itself after few hours or days. I went to Nedbank Goven Mbeki and I was assisted by Nzuzo Noqekwa (Branch Manager) and the queryID was 581765. I waited hoping for a feedback from Nedbank but no luck, I went to the branch again and I was told that they will have to do it again and I should wait for another queryID but no feedback was given. I have been going to Nedbank for the past 6 months with no success. I have made numerous attempts myself to get assistance from them by going to the branch atleast 9 times but only to be told on the 2nd of July that the claim was declined. I spoke to Phumla Mgidlane (Team Leader - Client Services) and asked for the query so that I can go to Capitec Bank where I made this withdrawal and Ayabonga informed me that Nedbank needs to contact Capitec BSC Interbank for further assistance. I went back to Phumla Mgidlane with the information from Capitec so that they ask Capitec what to do if they don't know but they simply told that if it declines then there nothing they can do as there is no money for me. What ****es me off is that it took Nedbank 6 months to tell that they efforts were declined and didn't provide clarity as to the next step going forward. I have spent R 30.00 taxi fare 9 times trying to get R 1,500.00. There could be a lot of reasons that money is lying in suspense account either on Capitec side or Nedbank side or there was ***** but I need my bank to provide me facts in a reasonable period and guide on the way forward. I expected Nedbank to lodge an enquiry on my behalf, follow up, provide feedback, provide guidance and inform me of further relevant steps I could take to address this issue if it was beyond their control. When I ask if they have made some enquiries internally or from Capitec in terms of solving this issue all I have been told if it declines it means there is no money for me. I can conclude that Phumla Mgidlane or Nzuzo Noqekwa feel no accountability in providing feedback to me or providing guidance in this situation. Regardless of the outcome I feel Nedbank should have played their role as bank that should be applying the principles of Treating Customers Fairly. Nedbank claims to be living by the following core values but my experience in dealing with the staff and with the manager has proven to me that the values are just there to us to see otherwise they apply the opposite. • Integrity - Being honest, trustworthy, consistent and transparent in all our actions and decisions. • Respect - Recognising the inherent worth of every individual and treating everyone with dignity. • Accountability - Being prepared to take ownership of and be held accountable for our commitments and actions. • People-Centered - Investing in our people and creating an environment that empowers our people to perform distinctively and to excel. • Client-Driven – Creating value and delightful experiences for our clients that exceed their expectations. If Nedbank staff is client driven, accountable, people centred, has integrity and respect client would it took 6 months for me to be told that Capitec Bank declined my R 1500 with no concrete facts as to what happened as they should have contacted Capitec Bank to ascertain the fact? If this is there way Nedbank treats their client then they don’t deserve a single cents from me. From Felicia Tafane