Nedbank *****

On the 07/07/2020 my father visited the Cornubia Nedbank ATM to deposit money into his credit card. As soon as the transaction began, his card was swallowed by the ATM. My dad immediately alerted the security guard outside the bank and this was followed through with assistance from an employee of the bank who assisted him to complete a card-less transaction in an effort to deposit the money. He was advised to visit another branch to report the swallowed card as this branch was apparently closed despite it being approximately 13:45.My dad, drove to the next closest branch. Whilst at the Broadway Nedbank branch, he was advised of the amounts that was deducted which totaled R2000 and that a ***** case would be investigated. They made no mention that this should be reported to the police as they undertook to investigate. My dad then stopped his card as per their directive. 2 days later he was contacted to go into branch to discuss their findings and was advised that Nedbank cannot take liability as the fault lies with my dad and further advised him to report this to SAPS which he did. The amount deducted now as advised by the consultant was much more than when he initially reported it now being R4824.00- A consultant then followed up with my parents via telephone advising that they are still unable to reimburse him which my father did not accept. Today the .28/07/2020 he received a call from the ***** department who advised that they are able to reimburse him R1700.00 of the total sum and was being bul**** into accepting this. My concerns are as follows:

1. The bank branch where the ***** occurred did very little to assist a pensioner in his time of need despite him taking every precaution to only seek assistance from an employee of Nedbank at the ATM. He did not provide his personal information such as his ATM pin or other information. Is this how Nedbank employees treat their older clients?

2. He subscribed to receive real time SMS’s as part of Nedbank’s in contact service and generally receives notifications of his transactions except on this occasion. Is this a syndicate run by Nedbank employees who have access to stop notifications going to their clients thereby making them unaware of money going out?

3. The Broadway branch initially advised my father that R2000 was deducted at the time of stopping the card but it was concluded 2 days later that R4824.00 was the actual amount deducted. How is such an error made where incorrect information is given out and then later corrected?

4. There was no transparency with the investigation and my father was not made aware how Nedbank concluded the investigation. All he has been advised of is that the fault is his and Nedbank cannot do anything. Was it my Fathers fault for using a faulty ATM and seeking assistance ONLY from a Nedbank employee? Or that he was given the run around to report this at another branch which he wasted no time in immediately driving there, while we are facing an international pandemic and pensioners are advised to limit their movement to protect themselves!

5. If Nedbank has completed their investigation and conclude that this is not their fault, why are they offering R1700 as compensation? This experience has been most unprofessional and alarming as I feel that my father was a victim of a case of ***** that is being masterminded by Nedbank’s staff. He is being taken advantage of because of his age and inability to understand modern technology. My dad has been a loyal client of Nedbank’s for many years and I would like to be assured that this matter will receive the urgency and professionalism to be dealt with in a way that is fair to him. I look forward to a favorable response or this will be escalated to ICASA as well as posted on social media for all to see exactly how Nedbank treats their clients.