1 reviews | Active since Jul 2016
Nedbank freezes account without any notifications or warnings
<p>After I hoped that the FICA nightmare (See "Nedbank not willing to resolve FICA issue") was resolved, it seems that the cause of the problem was not resolved. Today, when used my Internet banking, I discovered that the Nedbank account of my family tust has been frozen. I did not receive any notifications or warnings about any problems about this. Not an email, not a call, not a SMS.</p> <p>I phoned Nedbank as soon as their contact centre opened. I spoke to Yvonne Dlamini and requested her re-open the previous complaint ticket ( CCM ********** ) Unfortunately that was not possible, and she had to open a new ticket (CCM ********** ). The ticket was opened at 08h04.</p> <p>Since this is an urgent matter and since it has probably been caused by the previous problem, I deemed it was reasonable to give Nedbank until 12h00 to resolve the matter.</p> <p>At 10h22 I received an email from Tshidi Mabitsela (the person who handled the previous complaint) stating the following : "Please be advised that I’m currently attending to this matter and will respond shortly."</p> <p>At 12h00 I accessed Internet Banking and confirmed that the account was still frozen. The screen shot proving this is attached.</p>
Although I have requested the matter to be resolved by 12h00, due to the urgency of the matter, I have not received any feedback by 12h38.
Although I have requested the matter to be resolved by 12h00, due to the urgency of the matter, I have not received any feedback by 12h38.
Dear Bouwe,
It is not our intention to cause you any further distress or inconvenience. We definitely take your concerns to heart and a resolution manager will contact you about the way forward.
Kind regards
Client Experience Team
Dear Bouwe,
It is not our intention to cause you any further distress or inconvenience. We definitely take your concerns to heart and a resolution manager will contact you about the way forward.
Kind regards
Client Experience Team
The following feedback was received at 14h00. "Thank you for taking the time to raise your complaint with us. We as complaint resolution see every complaint in a serious light and wish to apologise for the delay caused to respond.This matter has been escalated accordingly and awaiting feedback , I will be providing an update before close of business today."
Account is frozen and I am not able to transact. After 6 hours the only responses that were received were standard responses with no feedback on the actual matter.
The following feedback was received at 14h00. "Thank you for taking the time to raise your complaint with us. We as complaint resolution see every complaint in a serious light and wish to apologise for the delay caused to respond.This matter has been escalated accordingly and awaiting feedback , I will be providing an update before close of business today."
Account is frozen and I am not able to transact. After 6 hours the only responses that were received were standard responses with no feedback on the actual matter.
I was informed that a FICA hold was placed on the account and that the hold was lifted. I have responded with the message below:
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It will not be possible to close this call until the following issues have been addresssed:
· The reasons why a FICA hold has been placed on the account must be provided.
· The reasons why I was not notified about the hold must be provided.
· A guarantee must be provided that Nedbank will not place an hold on an account without following due process. As it stands now, it seems that the FICA department can just willy nilly place an hold on an account without following any process.
I was informed that a FICA hold was placed on the account and that the hold was lifted. I have responded with the message below:
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It will not be possible to close this call until the following issues have been addresssed:
· The reasons why a FICA hold has been placed on the account must be provided.
· The reasons why I was not notified about the hold must be provided.
· A guarantee must be provided that Nedbank will not place an hold on an account without following due process. As it stands now, it seems that the FICA department can just willy nilly place an hold on an account without following any process.
We at Nedbank value you and take your concerns to heart. An investigation will be conducted soon and a resolution manager will be in touch.
Kind regards
Client Experience Team
We at Nedbank value you and take your concerns to heart. An investigation will be conducted soon and a resolution manager will be in touch.
Kind regards
Client Experience Team
It is a week later, and no response has been received on the questions. The Resolution Manager promised feedback by 2 Nov., but nothing has been received.
It is a week later, and no response has been received on the questions. The Resolution Manager promised feedback by 2 Nov., but nothing has been received.
We note your frustration with the fact that your complaint has still not been resolved. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team
We note your frustration with the fact that your complaint has still not been resolved. We at Nedbank strive to make great banking happen for our clients. One of our resolution managers will contact you shortly to help resolve your complaint.
Kind regards
Client Experience Team