Nedbank bad customer experience

Revolving Credit Approved but Unusable - No One at Nedbank Can Resolve the Issue

On 11 August 2026, I app**** for a Revolving Credit facility through the Nedbank App. The application was approved successfully, and the process was completed. However, after approval, the Revolving Credit account did not appear on my banking profile in the app.

I first attempted to get assistance through the Nedbank in-app support chat. Unfortunately, the agents repeatedly abandoned the chat without resolving my query.

I then contacted the Nedbank call centre for assistance. The experience was disappointing. The consultant was dismissive, unwilling to listen to the problem, and unable to provide any meaningful assistance.

As a result, I visited the Nedbank Rosebank branch for help. While the consultant who assisted me was polite and tried her best, it quickly became apparent that there was limited knowledge regarding the Revolving Credit product and its activation process. I was informed that the issue related to an "online team" that the branch could not directly assist with.

The consultant could see that my Revolving Credit account existed on Nedbank's systems, yet it was still not appearing on my app. After multiple attempts and another visit to the branch, she eventually managed to get the account to appear on my profile.

Unfortunately, a new issue then surfaced.

When attempting to transfer funds from the Revolving Credit account to test whether it was functioning, the transaction failed with a validation error, and the funds remained inaccessible. The consultant escalated the issue to the relevant Nedbank team, but to date there has been no feedback or resolution.

The most frustrating part is that I app**** for this facility because I urgently need access to the funds for an emergency. The account shows an available balance, but I cannot access or use the money. I am also concerned that the account may begin attracting fees while being completely unusable.

My concerns are as follows:

1. The digital application process is not working as advertised

The facility was approved, yet significant manual intervention was required. Despite applying online, I still had to visit the branch multiple times and complete additional paperwork.

2. Customer support is inadequate

The in-app agents abandoned support sessions without resolving the issue. The call centre was unable to assist and the interaction was unprofessional and dismissive.

3. Product knowledge appears to be lacking

Branch staff were unfami**** with the Revolving Credit product and its activation process. Customers should not have to educate bank staff about products being offered by the bank.

4. No ownership or urgency

The issue has been escalated, yet no one has contacted me with an update. An approved credit facility that cannot be accessed defeats the purpose of having the product.

I am requesting that Nedbank urgently investigate and resolve this issue, provide feedback on why the facility remains inaccessible, and ensure that I am not charged fees for a product that I have been unable to use due to system and process failures on Nedbank's side.

Reference Date: 11 August 2026 Branch Visited: Nedbank Rosebank

Overall experience: Extremely disappointing. I expected a seamless digital banking experience, but instead I have spent considerable time dealing with support channels that have been unable to resolve a basic product activation issue.