NEDBANK ***** DEPARTMENT FAILED ME

I'm Lorraine Keneoe Ntseoane, on the 06 November 2020 I was at Vaal Mall shopping, and my phone was ****** inside my bag while I was busy shopping at the Fix. It was on Friday, so I only realised on Saturday when I was trying to buy another phone that my card was declining, I knew there was money on my card, so I immediately went to Nedbank and pull my statement.

I noticed that money was transferred (R23000 from CC) through NEDBANK APP according to tellers explanation. The teller told me that money has been transfered to CAPITEC ACCOUNT, and she will log a call with ***** Department and they will come back to me after investigations.

Then I went to Telkom to block sim card and Phone. WHAT HURTS ME MOST, I DID NOT WANT Nedbank MONEY APP AND NEDBANK CONVINCED ME TO PUT IT ON MY PHONE. MONEY WAS TRANSFERED THROUGH APP TO CAPITEC.

IN A NORMAL SITUATION, IT TAKES 3-7 DAYS FOR MONEY TO BE CLEARED IF YOU TRANSFER MONEY FROM ONE BANK TO ANOTHER.

FROM SATURDAY 7 NOV, ARE YOU SAYING ***** DEPARTMENT FAILED TO STOP OR INVESTIGATE WHO'S ACCOUNT WAS MY MONEY TRANSFERRED TO?? OR COMMUNICATE WITH CAPITEC TO STOP OR BLOCK IT? NEDBANK ***** DEPARTMENT FAILED ME. WHY MONEY WAS NOT REVERSED?

On the 30th November, Vis from NEDBANK called me and informed me that NEDBANK will only refund R6900 ONLY because I lost phone on Friday and I only report it on Saturday, the next day. whereas R23000 was transferred from my credit card to Capitec. How did they calculate R6900? why that amount? WHICH METHOD DID THEY USE TO REACH R6900?

They said I report the phone the next day, yes I report the phone the next day because I did not loose my cards I lost my phone. ***** department had a plenty of time to block or reverse that transaction. WHY MONEY WAS NOT REVERSED?

Again I realised that once you lost your phone people can access your pin code because they got your phone and they can request new pin,

STOP ENCOURAGING CLIENTS TO INSTALL NEDBANK MONEY APP BECAUSE IT'S NOT SAFE ONCE YOU LOOSE YOUR PHONE.

PLEASE ASSIST ME, I CAN'T PAY SOMETHING THAT I DID NOT USE, I LOST A PHONE NOT MY CARDS.

WAITING FOR YOUR URGENT RESPONSE

REGARDS KL NTSEOANE *** *** ***