Nedbank poor service

To Whom It May Concern,

I am writing this formal complaint as a deeply frustrated and disappointed customer regarding the shocking level of service I recently received from Nedbank — both via the call centre and in-branch.

On 25 April 2025, after doing my own research online, I contacted the call centre to confirm what was required to replace a card. I was advised that all I needed to bring was my ID, and everything would be sorted inside the branch. The consultant took 14 minutes just to understand what I was saying. Eventually, my card was blocked, and I was told to visit a Nedbank branch in person to activate a new card by performing a transaction.

Upon arriving at the branch, the poor experience began the moment I walked in. I was attended to by a staff member named Rida, who displayed unprofessionalism from the outset. He vaguely told me to sit and wait — without any indication of how long it would take. After 14 minutes, I was called up and the process began. When I told him I needed a replacement for my daughter’s card, he instructed me to go to the ATM. But this instruction was incorrect. He never asked whose card it was, which led to wasted time and confusion. Had he simply asked the right question at the door, this could’ve been avoided.

After realizing the error, I had to go back inside the bank and wait again, now even more frustrated. I told him I couldn’t wait longer due to the inconvenience he had already caused. When I finally got to a consultant, we were already 15 minutes in when another staff member casually mentioned that “the system is offline” and also “running slow.” No one communicated this earlier — a crucial piece of information that would’ve helped me decide to come back another time instead of being dragged through this completely disorganized and inconsiderate process.

As if that wasn't bad enough, what followed outside the bank was utterly disrespectful. While standing outside, I caught a female staff member mocking and making fun of my situation. She was clearly speaking about me — making light of the frustration I had just gone through. This was not just unprofessional — it was cold-blooded and demeaning. After being misled, made to wait, and disrespected inside, to then be mocked by a staff member outside the bank just proves how deeply broken the customer service culture at Nedbank has become.

The lack of communication, the absence of accountability, and the poor attitude displayed by staff is absolutely unacceptable. From the call centre to the branch, it’s clear that customer service is not a priority. I left the bank feeling disrespected, disregarded, and with zero trust in the institution I once re**** on.

Let me be very clear: I am not just disappointed — I am angry. If this is how Nedbank treats its customers, then perhaps the bank is no longer worthy of having my business. The entire experience was a disgrace, and what’s even worse is the apathy shown after things go wrong. There’s no follow-up, no sense of urgency, and clearly no care for the people who bank with you.

I have previously logged complaints — and I am still waiting on feedback regarding another issue (*** – 7 April 2025). So why should I believe anything will change now?

This is why I am taking this complaint to Hello Peter — because it’s clear that going through Nedbank’s internal complaints process leads nowhere.

If customers are treated like this, with mockery, silence, and inefficiency, then it says everything about the bank’s priorities. You may ignore one complaint — but the public won’t ignore the truth.

Robert Michaels Reference numbers:

***8 – 25 April 2025

***3 – 7 April 2025