Nedbank - card re-issues

On the 22nd November I went to pull a bank statement from the ATM at Nedbank Galleria and was prompted that my debit card was expiring at the end of November. I went into the Bank to enquire on this as I had just collected my credit card. I was informed that I had to go to the self-service machine to get a new card as this is how the debit cards are now issued. I was only able to print the master card, there was no option to get my American Express debit card so was told I needed to take it up with the call centre.

On the 26th November I received an SMS advising that my master card and American Express Cards were at Galleria for collection (wow, after having been told they no longer do that). I subsequently went into the branch on the 29th, explained to them what had happened the week before and was told that I can ignore the card that had been printed at the self-service machine and use the ones I had just collected.

Since then, I have had endless problems. According to the customer care centre, the cards I collected from the branch were no longer valid because of the one I was forced to print at the Self-Service Machine. Luckily, I never cut it up!! But that’s not where it ends, 3 out of 4 times I tried to use it, it declined telling me my password was incorrect. Yet if I put the same password in at the ATM it works.

Again, on 13th December I went back to the branch advising them of the issues I was having and was told I needed to put my car into the ATM, once it logs me in, I can cancel and repeat this 4 times and the card should be good to go. I did this then used it, all went well, but since then it is back to 3 out of 4 times declining saying the pin is incorrect.

I am beyond words, humiliated at the fact that my cards have declined, it is embarrassing and very frustrating. I have never experienced such service, and I have been a customer of Nedbank for over 20 years. It’s like no one can assist me and I keep being passed to the next person. I am still unable to get an American Express debit card and was told I can call the customer care line and order one at a cost of R160 … why?? All I want is for my cards to be working as has always happened in the past where I collected the cards, signed for them and going forward nothing changed, I used the same pin it was just the card number that changed.