Nedbank Charges Small Business Without Consultation For ********** Booking

Nedbank recently charged our business bank account a large amount of money for a ********** accommodation booking that was reversed by the card issuer. The accommodation was booked via booking.com using a non-3D secure method since that's the only method Booking.com has. Nedbank justified their charging us for the ********** payment that was reversed claiming we had infringed their merchant agreement rules by not taking a credit card imprint or getting a copy of the ID document of the person that booked. That issue disregards 2 facts: - `Booking.com does not have a guest ID verification process for people who book to stay via their site - Booking.com do not have a secure 3D method of transactions on their site for South Africa - Booking.com like any platform, allow people to book for others who will stay. In this case the people who stayed claimed it was their aunt who was booking for them. Hence it was impossible for us to get a credit card imprint and ID copy of the card holder.

There was no consultation before Nedbank proceeded to authorise the charge back of the ********** credit card payment amount even though we did not know at the time that it was a ********** booking. Our account manager did not even know about the issue until we brought it up with him. We have been promised feedback but are still awaiting a response.

Our business Nedbank account number is ********** 684 and our Nedbank complaints number is ********** 2, complaint submitted on 8th December 2017.