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Suzanne H

1 reviews | Active since May 2020

08 Jan 2026, 14:27

Nedbank Personal Loans: Ongoing Call Centre Failures and Unresolved Urgent Issue

I am posting this after exhausting Nedbank’s official customer service channels with no meaningful assistance.

On 8 January 2026, funds were deducted from my personal loan account despite having been advised by a Nedbank call centre consultant that the debit order would not be reinstated, as my account is under debt review. This deduction has left me in immediate financial difficulty.

What is most concerning, however, is not only the unauthorised debit, but the complete breakdown in customer service when trying to resolve it:

I have been transferred to numbers where the person does not work for Nedbank

I have been transferred to departments unrelated to personal loans or collections

I have been told repeatedly that “consultants are busy” with no alternative assistance

I received an automated response stating the issue may take up to 21 days, which is not reasonable given the financial impact

At no point has anyone taken ownership of the issue or provided a clear path to resolution. I am simply being bounced between departments while my situation remains unresolved.

I am requesting:

Immediate engagement by a competent Nedbank consultant who can take ownership of this matter

Urgent reversal of the unauthorised debit

Clear confirmation that debit orders on this account are properly managed going forward

I am not looking for special treatment — only to be treated like a person, not an account number, and to receive assistance when an error has occurred.

I hope Nedbank will take this feedback seriously and address both the financial issue and the customer service failures that led to this escalation.

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Replies (2)
SH
Suzanne H's update09 Jan 2026, 12:43
Reviewer Update
UPDATE – No Response / Additional Charges App****
It is now 12:42, and despite logging a formal complaint, escalating through official channels, and receiving an SMS confirmation from Nedbank, I have still had no contact from a Nedbank consultant.
To make matters worse, Nedbank has now deducted an additional R13.50 charge due to insufficient funds, which is a direct result of the unauthorised debit currently under investigation.
This situation is escalating unnecessarily. I am not being unreasonable — I am simply asking to be contacted by a competent consultant, for the unauthorised debit to be reversed, and for further charges to stop while the complaint is being addressed.
The continued lack of engagement is distressing and leaves me with no option but to pursue public escalation. I am still awaiting urgent intervention.
SH
Suzanne H's update21 Jan 2026, 08:39
Reviewer Update
UPDATE – Matter Resolved, Ongoing Service Concern
I would like to confirm that the unauthorised debit order has now been refunded in full, the debit order cancelled, and the related bank charges reversed. I appreciate the intervention that led to this resolution.
However, I would still like to raise a broader concern regarding Nedbank’s collections and personal loan contact channels. During this process, it was extremely difficult to get through to the correct department, with extended hold times and multiple transfers. Not all customers are able to sit on hold for long periods, especially in urgent financial situations.
While my individual matter has been resolved, I hope Nedbank will take this feedback seriously to improve accessibility and responsiveness for customers going forward.