Nedbank can't get the basics right. Lost a loyal customer today.

I have been a loyal Nedbank customer for +20 years.

On the 4th of Jan 2023 my NEDBANK card was swallowed by a NEDBANK ATM.

I immediately phoned the helpline; they cancelled my card and I asked that the operator to dispatch a new card as soon as possible.

Time went by, and I heard nothing from Nedbank. Eventually, I followed up with a call on 16 Jan - they said there was some kind of problem, but they would send the card asap.

On 19 Jan I received an SMS saying I could pick up the card at the Northmead branch - 80km from where I live! They had mixed up the delivery branch, despite me clearly explaining which branch to use multiple times. I requested that they AGAIN send the card to the correct branch.

More time passed without any word from Nedbank, and I decided to follow up today, 7 FEB 2023. It sounds like there is no trace of my request, so we have to start the process again, MORE THAN 1 MONTH after the card was swallowed.

All my debit orders and online charges to this card have failed. To make things worse, I was told there would be card renewal fees (that I can dispute at a later stage after the card was derived). I have spent almost 2 hours on the phone at this point.

This is unacceptable, and I am in the process of moving to another bank. I'm only recording this interaction to warn other would-be Nedbank customers. Their customer service is extremely bad.