Nedbank online banking password change mess

On Friday 8th March I attempted to log into Nedbanks online banking. I got a message saying my password was incorrect ! So I entered it a second time, although this time slowly and VERY carefully. I got the same password incorrect error. Rather than lock the account, I decided to change my password and entered a new password similar to the existing one. This produced a message that my new password didn't meet the 12 character minimum length. This was why my original password was "incorrect", Nedbank had changed their password requirements. I entered another password which met the new requirements and BINGO..it was accepted. The next step was to log into my account. Once in I was met with a message requesting a profile number, pin, and password to confirm my identity. I didn't have the profile number and went to the local branch. The lady was astounded that i didn't have their app on my phone, and have NO INTENSION of using it. Eventually I was given my profile number and went home. I'd assumed the pin was my card pin, and the password was the password I'd just changed. When I logged in again, I discovered the pin number is FOUR characters rather than the FIVE used on my card , and the password is maximum of TEN characters while the current minimum is TWELVE. I then realized what was being requested.... Years ago, Nedbank used a system of a profile number, 4 digit pin, and password (10 or less characters)to log into the online banking. Some time ago this was superseded to a user name and password system. To complete the password change, I'm being asked for credentials from their OBSOLETE login system....which I no longer have. Over the weekend, I sent SIX emails to the customer center. Whilst i was impressed by the speed of their replies the content didn't help. In a couple of rep[lies, the procedure was incorrect. And the others, the writer didn't understand the problem. I also made one call to the customer center, the only help they offered was go to the bank...despite telling her they were of little help..Its a 100km round trip to my next branch.

It seems to me whoever decided to change the password requirements hasn't thought this trough. And it explains why so many clients are unhappy with the bank.

Should anyone from Nedbank read this and want to contact me. My email address is ***. But be quick, another bank is calling me.

Malcolm Moorhouse